Job Description

Call Center Representative Contingent

Under the supervision of the Call Center Manager, the Call Center Representative shall ensure that all incoming DWIHN Call Center phone calls are answered and assessed for severity in order to triage the call and provide the most appropriate services.

Principal duties and responsibilities include:

• Answers all phone calls using the approved telephone answering script on one of three shifts for the DWIHN 24-hour Call Center.
• Assesses the call for crisis. Conducts warm transfers for any caller in crisis to a crisis counselor.
• Identifies and transfers callers to appropriate community resources.
• Responds to requests from Emergency Departments.
• Responds to requests from Emergency Departments for children's mobile crisis teams and dispatches the appropriate team.
• Documents all incoming telephone calls.
• Collects demographic information on all calls.
• Conducts warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.
• Ensures all aspects of the Enrollment/Re-Enrollment process are conducted.
• Responds to inquiries regarding enrollment and eligibility.
• Performs enrollment changes according to The Detroit-Wayne Integrated Health Network criteria and guidelines.
• Complies with the default CRSP assignment protocol.
• Assesses the Detroit Wayne Integrated Health Network MH-WIN Database for eligibility determination, look-up, enrollment, and default CRSP assignment.
• Verifies that a consumer is a resident of Wayne County.
• Assigns consumers to a CRSP via the Preference or Random request system.
• Documents all calls in MH_WIN.
• Documents all ineligible or incomplete enrollments in the MH-WIN database.
• Conducts monthly TDD/TTY tests.
• Gathers information regarding complaints or grievances and completes the appropriate documentation.
• Ensures that all aspects of the Consumer Complaint, Grievance, and Appeals Process are forwarded to Customer Services.
• Provides consumers with accurate information as to the grievance, appeal and local dispute resolution process associated with their specific benefit plan.
• Provides information regarding the complaint management systems of the public mental health systems and the specific benefit plans.
• Ensures that all call logs and enrollment documentation are complete before the end of the work shift.
• Documents all compliments and complaints.
• Notifies a supervisor immediately of consumer complaints.
• Performs follow up calls and customer satisfaction surveys.
• Attends monthly staff meetings.
• Attends required trainings.
• Performs related duties as assigned.

Knowledge, skills and abilities (KSA's) include:

• Knowledge of DWIHN policies, procedures and operations.
• Knowledge of the DWIHN provider network.
• Knowledge of medical and behavioral health practices and terminology.
• Knowledge of Customer Service practices and principals.
• Knowledge of co-occurring and substance use treatment services.
• Knowledge of priority population admittance.
• Knowledge of State Disability Assistance (SDA).
• Computer skills.
• Time management skills.
• Organizational skills.
• Critical thinking skills.
• Decision Making skills.
• Customer Service skills.
• Language skills.
• Listening skills.
• Teamwork skills.
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability.

Required Education:

A Bachelor's Degree from a recognized college or university in a Human Service, Social Service, Public Health, Public Administration, Healthcare Administration, Health Management or a related field.

Required Experience:

Two (2) years of full-time paid experience working in a human service or social service field.

Working Conditions:

Work is usually performed in a home/office setting. Contingent staff are allowed to work remotely with management approval.

NOTE: The DWIHN Call Center is a 24/7 operation. Employees in the Call Center may be required to work one of three shifts (Days, Afternoons, Midnights) and weekends.

This description is not intended to be a complete statement of job content, rather to act as a general description of the essential functions performed. Management retains the discretion to add or change the position at any time.

Please Note: DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process.

DWIHN is an Equal Opportunity Employer

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