Analyst - Behavioral Health CRM

MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building A world where tomorrow is healthier than today!

Title: Analyst - Behavioral Health CRM

$25.10 - $33.29 / Posted Thru: 4-3-25

Location: Remote/Virtual - Must Live and Work In Michigan

Purpose: To assist BPHASA in operationalizing business processes and initiatives within the MDHHS Behavioral Health Customer Relationship Management (BH CRM) database by developing process guidance materials, onboarding users, designing and implementing training plans, and providing technical support for all end users. This position acts as a first point of contact for the BH CRM business and customer users for all technical support and training needs.

Duties and Responsibilities:

• Support the internal operations components of the MDHHS BH CRM database to ensure that it meets BPHASA internal business and compliance needs.
• Research internal BPHASA processes and consult with BPHASA subject matter experts to understand and master the internal operations of BPHASA to facilitate the operation of these processes within the CRM.
• Work with the CRM Team to assist with the development and implementation of deliverables in accordance with the timelines.
• Partner with the CRM Team on translating business processes into the CRM through ensuring strong stakeholder participation in all steps of the process from developing the Business flow, design requirements, UAT, and training.
• Triage incoming technical support issues or concerns, escalating and prioritizing when appropriate to efficiently reach a solution.
• Partner with Maintenance and Operations team to assist with addressing business needs, system issues, bugs, user stories and enhancements.
• Attend all meetings as appropriate and assigned.
• Facilitate access and assign permissions to the CRM for internal and external stakeholders.
• Track licensure for the CRM, communicating any needs with CRM team.
• Provide onboarding and training to new users, via live demos, videos, presentations, or job aids.
• Provide training and technical assistance to BPHASA and other CRM users to effectuate optimal utilization of the CRM tool.
• Develop and implement training documentation for business processes, including but not limited to job aids, process guides, demonstrations, videos, and presentations.
• Ensure all process documentation and job aids are up to date and reflect any CRM system updates or process changes.
• Proactively communicate and monitor updates to CRM and integrated data sources to ensure minimal impact on CRM users and applications.
• Work with Bureau of Specialty Behavioral Health Services staff and other BPHASA staff as required.
• Work with external contractors/stakeholders as required.
• Utilize MDHHS Behavioral Health Customer Relationship Management (CRM) database to communicate with internal and external stakeholders as required.
• Provide technical and research support to BPHASA as directed.
• Represent the best interest of MDHHS and MPHI at all times.
• Perform other duties as assigned.

Qualifications/Requirements:

Education: Possession of a bachelor's degree or higher in Public Health, Health Administration, Public Administration, Public Policy, Social Work, Business Administration, or another concentration related to the duties and responsibilities of the assigned position.

Required Experience: Two or more years of work experience in providing training and technical assistance on databases and technology, preferably a Customer Relationship Management (CRM) database (e.g., Salesforce) is required.

Experience providing training and technical assistance in both one to one and group settings. Experience and strong skills in the creation of PowerPoints, videos, and other audio-visual materials which can be used for training.

Success in providing customer service and quality assurance in a high stress setting.

A record of success in project oversight and compliance with multiple and sometimes competing deadlines is a must.

Experience working in publicly funded health care (Michigan's public behavioral health system preferred), public/behavioral health care service delivery; Medicaid program policy or operations, behavioral health programming is preferred.

Important Skills and Characteristics:

• Strong oral communication skills.
• Strong technical writing skills with the ability to map technical processes.
• Highly organized and detailed oriented.
• Able to develop multi-modality training materials for asynchronous use such as videos, PowerPoints, user manuals, and step by step job aids.
• Knowledge of Michigan's health care delivery system, specifically Michigan's specialty behavioral health care system, including Medicaid, Prepaid Inpatient Health Plans and Community Mental Health Services Programs, preferred.
• Must have strong skills in data management.
• Other required skills are technologically savvy; strong training and technical assistance skills; excellent oral and written communication skills; and highly organized and detail oriented.
• Skills in change management and fostering collaboration and buy-in preferred.
• Required skills in the use of all necessary software necessary to execute stated duties and responsibilities (includes the suite of Microsoft Office applications such as Word, Excel, PowerPoint, Outlook). Ability to meet competing deadlines.

Work Environment and Physical Requirements: Job may require moderate physical effort including lifting materials and equipment of <50# and involves viewing a CRT or VDT screen 25% to 75% of the time. Standard office environment with the possibility of some remote work. May require valid vehicle operator's license where needed to perform duties of the position.

RESPONSIBILITY FOR THE WORK OF OTHERS: No assigned responsibility.

"For purposes of employment standards, this classification is "Non-Exempt" from theovertime provisions of the Fair Labor Standards Act."

MPHI works with you to promote health for everyone. Together, we will build a world where tomorrow is healthier than today!

MPHI is an EEO employer that participates with e-verify.