BHA Data Management & Digital Engagement Liaison

This position is open to current Colorado residents only.

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Hybrid. in-person as needed. This is subject to change.

8-5 Monday through Friday

The position is responsible for training customer service and gathering feedback that supports the continuous improvement of BHA 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 BHAs digital behavioral health products.

• The position assesses the educational and training needs of people using BHAs 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.

The position provides frontline customer service to the healthcare providers and people using the BHAs digital products by promptly responding to Help Desk queries; providing technical support; and ensuring accounts are added/removed for new or old users.

• 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 BHAs evaluation team and adult continuum team.

The position coordinates with other BHA teams to inform prioritization of digital product enhancements based on user feedback or to align programmatic and digital supports to health professionals and people in Colorado.

• 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

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

• 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. HiverSalesforce).

• 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 Insert Conditions of Employment

  • 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 Drivers License or an non-restricted U.S. Drivers License for positions within 30 miles of the CO state border

  • Out-of-State Drivers License holders must obtain a valid non-restricted Colorado Drivers 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.

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 () or

  • Postmarked in US Mail to(1525 Sherman Street 4th Floor Denver CO 80203 or

  • Hand delivered (1525 Sherman Street 4th Floor Denver CO 80203) or

  • Faxed View phone number on drjobpro.com) within ten (10) calendar days from your receipt of notice or acknowledgement of the departments action.

Contact the State Personnel Board for assistance:

• At or

• Refer to the Colorado Code of Regulations (CCR) 801-1 State Personnel Board Rules and Personnel Directors Administrative Procedures Chapter 8 Resolution of Appeals and Disputes within the Rules webpage.

If your goal is to build a career that makes a difference join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety independence and well-being of the people of Colorado. Each of us is committed to contributing to a safe and accessible CDHS . In addition to a great location and rewarding and meaningful work we offer:

• Strong secure yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans

• Employer supplemented Health Savings Account

• 11 paid holidays per year plus vacation and sick leave

• State of Colorado Employee BenefitHub Resource Center

• 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 .

• 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.

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 .

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.

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 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.