Call Center Manager
Under the General Supervision of the DWIHN Call Center Director, the Call Center Manager is responsible for assisting in the planning and implementation of DWIHN Call Center strategies and operations and improving call center systems and processes.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Oversees one of three shifts of the DWIHN 24-hour Call Center.
- Assists with the development and maintenance of Call Center shift schedules.
- Assists with the development and implementation of Call Center staff orientations and ongoing trainings.
- Provides input on the design and development of Call Center procedures and processes.
- Manages Call Center staff.
- Provides Customer Service information, referral, linkage and follow through for consumer inquiries.
- Provides documentation regarding complaints, grievances, appeals, and the dispute resolution process.
- Assists with Member Experience related activities.
- Analyzes DWIHN Call Center trends and patterns.
- Participates with Customer Service Quality Improvement Activities, i.e. Mystery Shopping and Site Assessments.
- Attends meetings, as directed, on behalf of the DWIHN Call Center.
- Prepares and submits reports to the Call Center Director as requested.
- Supervises the development plans for Call Center staff.
- Provides supervision of Call Center staff seeking clinical licensure.
- Determines appropriate levels of care for referral, assisting clients in selecting appropriate providers.
- Initiates referrals to selected providers.
- Conducts three-way warm transfer calls.
- Assists providers with additional client information to assure appropriate referral for treatment services.
- Reviews requests for authorizing/reauthorizing medically appropriate services and length of stay.
- Manages client care through the MH-WIN system.
- Updates the reauthorizations database.
- Tracks and monitors cost factors relative to service utilization,
treatment activities, and other access and placement criteria.
- Conducts utilization reviews.
- Conducts provider authorizations and reauthorizations for mental health services.
- Enters data and reports into written formats and electronic databases.
- Conducts client satisfaction surveys.
- Provides community callers with information related to community resources and assists callers with information on how to access community services.
- Utilizes computer to perform clinical and administrative job functions.
- Determines appropriate levels of care for referral, assisting clients in selecting an appropriate SUD provider.
- Discusses with the client the rationale, purpose, and procedures associated with the screening and assessment process to facilitate the client’s understanding and cooperation.
- Gathers and assesses information and summarizes data for the client.
- Assesses and determines the severity of client’s substance use disorder.
- Assesses client’s immediate needs by evaluating relevant information including signs and symptoms of intoxication and withdrawal.
- Administers appropriate evidence-based screening and assessment instruments specific to each client to determine their strengths and needs.
- Interprets results of screening and assessments and integrates all available information to formulate a diagnostic impression and determine an appropriate course of action.
- Develops a written summary of the results of the screening and assessment to document and support the diagnostic impressions and treatment recommendations.
- Performs ongoing assessments in collaboration with the client and concerned others to review and modify the treatment plan to address treatment needs.
- Matches client needs with community resources to facilitate positive client outcomes.
- Discusses rationale for a referral with the client.
- Communicates with community resources regarding needs of the client.
- Provides information to the client regarding the structure, expectations, and purpose of the counseling and referral process.
- Provides continual evaluation of the client’s safety, relapse potential, and the need for crisis intervention.
- Provides re-authorization of SUD/Mental Health/co-occurring services.
- Conducts three-way warm transfer calls.
- Manages client care through the MH-WIN system.
- Updates the reauthorizations database.
- Performs related duties as assigned.
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:
- Five (5) years of full-time paid experience working in a human service or social service field.
- Experience must include: providing access authorizations, utilization review, call center operations, or customer service operations.
Required License(s):
A valid State of Michigan Driver’s License with a safe and acceptable driving record.
Working Conditions:
Work is usually performed in a home/office setting.
PLEASE NOTE: THIS IS A FLOATING POSITION.
THIS POSITION WILL NOT HAVE A SET WORK SCHEDULE AS THE SCHEDULE WILL VARY BASED UPON THE NEEDS OF THE CALL CENTER. This position will primarily work afternoons, midnights and weekends.
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.
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.
This description is not intended to be a complete statement of job content, rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time.
The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer
