BHA - Data Management & Digital Engagement Liaison.

State of Colorado; Denver (CO); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

PERA retirement

Medical & dental plans

Paid leave

Flexible schedules

Job summary

State of Colorado's Colorado Department of Human Services, Behavioral Health Administration seeks a Digital Engagement Liaison to support navigation of digital behavioral health products. The role focuses on customer service, user training, and creating information resources for health professionals and the public.

You will gather user feedback, assist with education delivery, and coordinate with product teams to prioritize enhancements that meet customer needs.

Qualifications

• Six years of relevant professional experience in frontline customer service/technical support or health data management.
• Experience with health informatics or data reporting is preferred.
• Ability to develop educational content and training materials.

Responsibilities

• Provide customer service, training, and information resources to support navigation of BHA digital products.
• Develop and deliver front-line customer service, training documentation, and communication with health professionals and the public.
• Collect feedback and liaise between users and product teams to prioritize improvements.

Job description

About this Unit:

This position is located within the Colorado Department of Human Services (CDHS) Behavioral Health Administration (BHA) which is responsible for policy development, service provision and coordination, program monitoring and evaluation, and administrative oversight for the behavioral health system. Additionally, the Behavioral Health Administration (BHA) leads and promotes the State’s behavioral health priorities, ensures that behavioral health services respond to the changing needs of communities, monitors State and local data, and continuously evaluates State efforts. In collaboration with other state agencies, BHA is accountable for the delivery of behavioral health services in Colorado. It bestows a streamlined and efficient government approach to support quality care while minimizing the burden on providers so that they can focus on service delivery. BHA is responsible for behavioral health policy development and effective collaboration with cross-sector partners working in and around the behavioral health system and along the continuum from prevention to treatment and recovery. BHA works in partnership with State agencies to reduce bureaucracy and fragmentation.

Responsibilities

This position is located within the Technology and Data division of BHA. The Technology and Data division is responsible for the end-to-end data and digital strategy for the BHA, including:

• Designing and building easy-to-navigate digital services that get people the information they need, faster;
• Producing actionable insights and evaluation that drive better outcomes;
• Promoting transparency and data access to drive accountability and continuous improvement;
• Improving data quality and information flows between providers and the BHA, reducing administrative burden; and;
• Maintaining critical data infrastructure that supports the delivery of the BHA’s services.

The Technology and Data division is responsible for leading BHA’s digital portfolio and product strategy. This includes rapidly growing and evolving a cohesive, modern behavioral health technology ecosystem in Colorado that provides people-first behavioral health services. The division is comprised of staff skilled in product management, human-centered design, information systems administration, data quality and standards, user engagement, technical assistance, and business intelligence. We partner closely with the Governor’s Office of eHealth Innovation which is responsible for the implementation of the state’s Health IT roadmap, and the Governor’s Office of Information Technology which is responsible for statewide enterprise technology investments and providing IT services and ensuring the state’s data system are secure, and CDHS’ Business Innovation Technology and Security division which is responsible for ensuring operational excellence, alignment and continuity of business operations across CDHS offices and BHA.

About This Position

This position is responsible for providing customer service, training, and information resources to support the navigation of the BHA’s digital behavioral health products. These digital behavioral health products range from highly user-friendly websites and applications available to anyone in Colorado to highly technical data exchange between BHA and healthcare provider systems. The Digital Engagement Liaison position develops and delivers front-line customer service with providers and people accessing BHA digital products; digital product training and technical assistance documentation; and communications with health professionals and members of the public using BHA digital products. The role also collects feedback from people using BHA digital products and acts as the conduit between people using the products and the product teams to help prioritize improvements that are responsive to customer needs. The position applies their knowledge of health professional workflows and data collection processes to inform the delivery of digital engagement services.

Consultation, Training and Education of Health Professionals and members of the public of BHA's digital products

• The position supports the development of high quality educational and training content, making adjustments as needed to improve the content, and delivering the content to health professionals and members of the public on how and when to use BHA’s digital behavioral health products.
• The position assesses the educational and training needs of people using BHA’s digital products and adapts the training delivered to meet those needs.
• The position works with BHA digital product teams, BHA programmatic or licensing teams to ensure education, training and information resources are aligned with BHA goals and compliance needs.

Customer Service And Technical Support

• Responding to help desk queries from users of the platform and ensuring timely responses.
• Providing first line support to users of the platform, including user management (eg., adding new users to the platform, removing users, password resets) and troubleshooting software issues.
• Flagging critical software errors to the vendor hosting the platform and following established escalation paths for issues identified.
• Identifying next steps to solve errors while being available and communicative with users throughout the process.
• Documenting and tracking issues.
• Manage data for emergency commitments in partnership with BHA's evaluation team and adult continuum team.

Service And Process Improvement

• Coordinating with BHA product teams to convey feedback and issues from product users that can be used to inform prioritization of digital product enhancements based on user feedback or to align programmatic and digital supports to people or providers.
• Documenting, knowledge sharing and communicating processes and common issues reported by product users with other members of the Digital Engagement Unit and BHA digital product teams.
• Overseeing collection of both qualitative and quantitative data to satisfy various legislatively mandate reporting

Other Duties As Assigned

Performs other duties as assigned

Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights

DATA MANAGEMENT III (H1D3XX)

Experience Only:

Six (6) years of relevant professional experience specifically front line customer service/technical support for software applications or web platforms; health data management, extraction and reporting; user training and technical assistance or a closely related field.

OR

A combination of related education in Information Technology, Health Informatics, Public Health, Data Analytics, Information Systems, Communications, Business Administration, Healthcare Administration, or a closely related degree AND/OR relevant experience in frontline customer service/technical support for software applications or web platforms; health data management, extraction, and reporting; user training and technical assistance; or an occupation related to the work assigned equal to six (6) years

Preferred Qualifications

• Demonstrated experience providing first-line technical support, managing user access/accounts (adding/removing users, password resets), and utilizing customer support inbox/ticketing tools (e.g., Hiver,Salesforce).
• Hands-on experience extracting, cleaning, and reporting data from management systems to support operational decision-making or legislative reporting requirements
• Familiarity with healthcare provider workflows, behavioral health data reporting systems, or health data exchange concepts
• Ability to troubleshoot digital software issues, communicate clearly with users during resolution, flag critical software bugs to technical vendors/product teams, and track issues to resolution

Conditions Of Employment

• Conditions of Employment [Insert Conditions of Employment]
• Standard/full background check and reference check required
• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.
• Motor Vehicle Check, if the employee will drive a state-owned vehicle, either in an on-going capacity while performing their normal day-to-day job duties OR on occasion for training/meetings/client visits/etc.
• Must possess a valid, non-restricted Colorado Driver’s License or a non-restricted U.S. Driver's License for positions within 30 miles of the CO state border
• Out-of-State Driver’s License holders must obtain a valid, non-restricted Colorado Driver’s License within 30 days of employment start date.
• Other Conditions of Employment specific to Program
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:
• Disclose that information on the application.
• Explain why the prior termination or resignation should not disqualify you from the current position.
• Provide your employee number from your prior State employment. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination and failure to provide this information will disqualify the applicant from future State employment with CDHS.

Appeal Rights

• You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.
• You or your representative must sign and submit the official appeal form for review.
• You can find the official appeal form here.
• You must be deliver the official appeal form to the State Personnel Board:
• By email ([e-mail]), or
• Postmarked in US Mail to (1525 Sherman Street, 4th Floor, Denver CO 80203, or
• Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 8023), or
• Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

Contact The State Personnel Board For Assistance

• At [phone], or
• Refer to the Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

Supplemental Information

• How to apply to the State of Colorado (Youtube Video, Runtime 3:59, Closed Captions Available)
• The Assessment Process

About Us & Benefits

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• State of Colorado Employee BenefitHub Resource Center
• Employee Wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions
• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values

• We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.
• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

ADA Accommodations

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment. This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to [e-mail].

EEO Statement

The State of Colorado is an equal opportunity employer. We are committed to increasing a “Colorado for ALL” of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities. The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Additional Support For Your Application

Toll Free Applicant Technical Support

• If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time). Helpful hints: if you are having difficulty uploading or attaching documents to your application 1) ensure your documents are PDF or Microsoft Word files and 2) close the document before you attempt to upload (attach) it.