CMBHS Training and Technical Assistance Specialist

TX-HHSC-DSHS-DFPS • Austin, TX

4d • Hybrid

About The Position

Performs help desk support and training-related work for Substance Use and Mental Health Clinical Documentation and electronic client record systems. Works under the general direction of the manager with extensive latitude for the use of initiative and independent judgment. Work involves overseeing the planning, development, and implementation of training for the Clinical Management for Behavioral Health Services (CMBHS) system, an electronic health record maintained by HHSC. Facilitates training and workshops using appropriate tools and techniques to ensure the best results. Responds directly to inquiries from external and internal stakeholders and must use judgment in the level and degree of information disseminated, while maintaining the confidentiality of the individual providers or other employing units. Assesses and analyzes training practices and needs to ensure training materials and information are appropriate for the targeted customers.

Requirements

• Knowledge of the capabilities and limitations of computer systems.
• Knowledge of various electronic clinical record systems.
• Knowledge of the Texas Administrative Code relates to Substance Abuse and Mental Health Treatment Providers.
• Skill in using a PC and Microsoft Teams, Excel, Outlook, PowerPoint, or Word.
• Skill in problem-solving, conflict resolution, and negotiation.
• Skill in working collaboratively and cooperatively with colleagues.
• Skill in writing analysis, documentation, proposals, plans, policies, procedures, standards, or reports.
• Skill in developing a training plan, preparing, and executing, including application setup and staging for training.
• Ability to plan, organize, schedule, assign, and monitor completion of assigned tasks and projects.
• Ability to manage multiple overlapping projects.
• Ability to present information to a variety of audiences, verbally and in writing, and to communicate clearly, concisely, and effectively.
• Ability to answer calls for a helpdesk supporting complex health record systems.
• Ability to ensure contracted provider and staff issues are resolved in a timely manner.
• Ability to coordinate, facilitate, and conduct training (classroom or webinars) for providers, agency staff, and all other stakeholders.
• Ability to communicate effectively to devise solutions to problems related to technical and training assistance.

Nice To Haves

• LCDC, LPC, LCSW, or LMFT preferred.
• A degree from an accredited college, university, or technical school is preferred.
• Experience with a help desk or a large support center is preferred.
• Experience in training, curriculum development, lesson planning, or training planning is preferred.
• Advanced experience with Microsoft Office software is required.

Responsibilities

• Monitors call flow on Help Line by reviewing call volume and software and consulting with other Staff on reported issues to troubleshoot complex technical problems and provide immediate and long-term solutions.
• Directly interact with users of the CMBHS electronic health record on issues being reported to gather and document detailed information and guide them through the process of solving the reported problems.
• Research and assist the Training Team members, other Staff, and system users on clinical, financial, and contractual issues that arise during the use of the CMBHS system.
• Coordinates verbally, by email, by phone, and in person with IT and other units, sections, and divisions to track issues and monitor outcomes related to the matters identified during the consultation and to ensure the Helpline calls and other issues are routed to the appropriate Staff for resolution.
• Conduct follow-up to ensure contracted provider and staff needs are met, and issues are resolved in a timely manner.
• Oversees the development of teaching methods and outlines, training aids, and materials specific to the requirements of CMBHS by reviewing the work of the Training Team members and providing specific feedback.
• Assesses and analyzes training needs by taking feedback from training participants and soliciting input from program staff to ensure training materials and information are appropriate for both internal and external customers, which may include research, data collection, and analysis of State and Federal laws, rules, regulations, clinical data, and HHSC policies and procedures.
• Makes recommendations to internal stakeholders, program staff, and upper management, including the director, regarding curricula revisions, activities, and delivery modes.
• Conduct classroom or webinar training on system functionality.
• Provides training to agency staff, other government agencies, community organizations, and the general public.
• Serves as a subject matter expert for developing and integrating new methods and procedures in the system.
• Determines training goals and objectives and manages feedback with program staff, contract staff, and external stakeholders to ensure training benefits providers and Staff.
• Determine and develop training materials and videos for internal Staff and externally funded providers related to the electronic clinical record system.
• Coordinates verbally, by email, phone, and in-person with IT Staff to give specific recommendations and review outcomes of improvements, modifications, and expansion of the system.
• Works with teams to develop and implement techniques for evaluating the effectiveness of system technical assistance efforts.
• Beta testing of new/revised system functionality.
• Performs related work as assigned.

Benefits

• Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees