Digital Engagement Specialist

1 Inventa Place Silver Spring, MD 20910 Kids Are Our Everything. Department 10014 Clinical Informatics Pay Range $54,683.20 - $91,145.60 The Digital Health Solutions Specialist independently manages digital health platforms and supports our staff and families. This role takes ownership of day-to-day operations, contributes to reporting and improvement initiatives, and supports cross-functional collaboration. Key Responsibilities System Administration & Maintenance Independently perform daily administration of patient portals, intake tools, mobile apps, self-scheduling, telehealth platforms and interoperability tools, including user accounts, system configurations, and security settings. Monitor system performance proactively and coordinate with IT staff and external vendors to resolve technical issues in a timely manner. Maintain and improve documentation of system configurations, workflows, and procedures. User Support & Troubleshooting Serve as a point of contact for patient and staff issues; independently resolve moderate-complexity access and technical problems. Identify recurring support patterns and recommend process improvements to reduce ticket volume. Escalate complex or unresolved issues to senior staff and vendor support teams. Visit clinic sites to support enrollment, engagement and utilization Content Management Own the update cycle for digital tool content including educational materials, intake forms, appointment instructions, and system notifications. Ensure all content is accurate, current, and meets accessibility standards. Reporting & Documentation Generate and analyze regular reports on system usage, enrollment, technical issues, and user engagement. Identify trends and surface actionable opportunities for improvement to team leads. Draft one-pagers, briefs, and PowerPoint presentations for staff and executive audiences. Training & Outreach Train staff on digital tool administration and patient/family onboarding independently. Create and maintain user guides, quick reference cards, and training materials. Lead outreach efforts at clinics and events to capture feedback and promote digital tools. Compliance & Security Ensure all administrative activities comply with HIPAA regulations and organizational security policies. Support internal audits and maintain accurate, complete records of system access and changes. Collaboration & Continuous Improvement Build effective relationships across departments and contribute to cross-functional teams. Engage in quality improvement initiatives and the implementation of new digital solutions Support additional needs, digital tools, workflows outcomes as assigned Required Qualifications Bachelor's degree in health information technology, information systems, or a related field (or equivalent experience) Master’s Degree preferred 2–5 years of experience in healthcare IT, system administration, or patient services Demonstrated experience with EHR systems administration and patient engagement or intake tools Strong technical troubleshooting and problem-solving skills Experience working with vendors Working knowledge of HIPAA privacy and security requirements Understanding of healthcare workflows and terminology Excellent written and verbal communication skills; experience producing reports and presentations Proficiency with Microsoft 365, including Excel and PowerPoint Experience with Monday.com or similar project management software A continuous improvement mindset Ability to manage and address multiple projects simultaneously Experience with HIEs and interoperability tools Preferred Qualifications Experience with ticketing systems or help desk platforms Familiarity with healthcare interoperability standards (HL7, FHIR) Knowledge of mobile health application administration Understanding system integrations and interoperability Familiarity with accessibility standards (WCAG 2.0/2.1) and assistive technologies Background in healthcare quality improvement or patient experience initiatives Experience supporting multiple locations or large patient populations Experience with CRMs Children's National Health System (CNHS) has been a pioneer in pediatric healthcare in our region since 1870. The organization’s commitment to improved care and patient satisfaction has led to many advances in provider-patient communications tools. We are committed to creating lasting bonds between our patients and providers to ensure the overall well-being of children in our region and beyond. A Patient Portal allows for this communication to reach its optimal potential in a secure and robust way ( .healthit.gov/providers-professionals/faqs/what-patient-portal). Patients and parents are able to do schedule appointments, view lab results, and send messages to providers and much more with the use of this powerful product and its numerous features. This can all be accomplished from a cell phone, tablet or laptop increasing the convenience of use. This position will work closely with front end staff and providers in all arenas to increase utilization of the patient portal leading to improved patient engagement resulting in stronger, healthier children in our area. They will facilitate knowledge of the portal with patients and front end staff by demonstrating its benefits and ease of use via various instructional modalities including intuitive, interactive training materials. This role will measure uptake via monitoring and reporting of front end staff and patient sign up. Follow-up outreach will be done based on reports/analytics. Minimum Education Bachelor's Degree (Required) Minimum Work Experience 2 years (Required) Required Skills/Knowledge Ability to develop training aids including training handbooks, demonstration models, multimedia visual aids, and computer tutorials in order to deliver concise material about new technology Extensive knowledge of instructional design theory and learning principles Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community Functional Accountabilities Professional Practice/Research Facilitate maximum utilization of secure messaging with patient portal use via development of educational materials for patients and staff Assist in reporting for Meaningful Use requirements related to secure messaging New Knowledge, Innovations, and Improvements Develop instructional aids including training handbooks, demonstration models, multimedia visual aids, and computer tutorials in order to deliver concise material about new technology Evaluate effectiveness of training and development programs, and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods Assist in analyzing and assessing training and development needs for individuals, departments, and/or external organizations Children's National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible. Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster. Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana. #J-18808-Ljbffr Children's National Hospital