BHA - Data Management & Digital Engagement Liaison

State of Colorado•Denver, CO

2d•Hybrid

About The Position

This position is within the Technology and Data division of the Colorado Department of Human Services Behavioral Health Administration (BHA). The division leads BHA’s data and digital strategy, including digital services, data quality and access, evaluation, and the infrastructure supporting BHA services. The position supports the navigation and use of BHA digital behavioral health products, ranging from public-facing websites and applications to technical data exchanges with healthcare provider systems. The liaison provides frontline customer service, training, technical assistance, and information resources to healthcare providers and members of the public. The role develops and delivers educational content, assesses users’ training needs, and works with BHA product, programmatic, and licensing teams to ensure resources align with BHA goals and compliance needs. It also responds to help desk requests, manages user accounts, troubleshoots software issues, escalates critical errors, documents issues, and communicates with users through resolution. The position gathers user feedback and conveys it to product teams to inform enhancements and align digital and programmatic supports with user needs. It documents and shares processes and common issues, coordinates data collection and reporting, and manages data for emergency commitments in partnership with BHA’s evaluation and adult continuum teams.

Requirements

Six years of relevant professional experience in frontline customer service or technical support for software applications or web platforms; health data management, extraction, and reporting; user training and technical assistance; or a closely related field.
Alternatively, a combination of related education and/or relevant experience equal to six years. Related education may be in Information Technology, Health Informatics, Public Health, Data Analytics, Information Systems, Communications, Business Administration, Healthcare Administration, or a closely related degree.
Colorado residency at the time of application and throughout employment.
Standard background and reference checks are required.

Nice To Haves

Experience providing first-line technical support, managing user access and accounts, and using customer support inbox or ticketing tools such as Hiver or Salesforce.
Hands-on experience extracting, cleaning, and reporting data from management systems to support operational decision-making or legislative reporting.
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 vendors or product teams, and track issues through resolution.

Responsibilities

Provide training, customer service, and gather feedback to support continuous improvement of BHA digital products.
Develop, update, and deliver educational and training content for health professionals and members of the public.
Assess users’ educational and training needs and adapt training to meet them.
Coordinate with BHA digital product, programmatic, and licensing teams to align education and information resources with BHA goals and compliance needs.
Respond promptly to help desk queries and provide first-line technical support to users.
Manage user accounts, including adding and removing users and resetting passwords.
Troubleshoot software issues, flag critical errors to vendors, and follow established escalation paths.
Identify next steps for resolving errors and communicate with users throughout the resolution process.
Document and track user issues.
Manage data for emergency commitments in partnership with BHA’s evaluation team and adult continuum team.
Convey user feedback and issues to BHA product teams to inform prioritization of digital product enhancements.
Document, share, and communicate processes and common user issues with the Digital Engagement Unit and BHA digital product teams.
Oversee collection of qualitative and quantitative data for legislatively mandated reporting.

Benefits

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
Employee BenefitHub Resource Center
Employee Wellness program
Flexible schedules and training
Remote work arrangements for eligible positions
Some positions may qualify for the Public Service Loan Forgiveness Program