CLASSIFICATION DETAILS
This position is located at the MCCMH Administration - customer service - hybrid in Clinton Township. The Customer Service division operates from 8:00 a.m. to 8:00 p.m., seven days per week. This includes working some holidays and at least two weekends per month.
DEPARTMENT: Community Mental Health
HIRING AUTHORITY: Chief Executive Officer
F.L.S.A. STATUS: Non-exempt
EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period
CURRENT HOURS AND STARTING TIME: Full-time (37.5 hours per week) position. The shift for this position is 11:30 a.m. to 8:00 p.m. Monday thru Friday. Every other weekend (Saturday and Sunday) requirement. Shift premium is available. Two days in-office/three days remote. All holidays and weekends are remote.
Four week training 8:30 a.m. to 5:00 p.m. onsite Monday - Friday. After the training period the position has a hybrid work setting.
GENERAL SUMMARY
Under direction, provides telephone customer service and triage with all individuals served who contact Macomb County Community Mental Health (MCCMH) for mental health, substance abuse, and/or developmental disability services. Welcomes, screens, collects information, determines, informs, refers, and conducts outreach as a customer service representative. Works collaboratively with colleagues and various service providers to assure service needs are met for consumers and patients according to clinical need, membership eligibility, benefit structure, and enrollment.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Welcomes all individuals by demonstrating compassion and providing opportunities for individuals to describe situations, problems, and functioning difficulties, exhibiting excellent customer service skills, and working with them in a receptive manner.
Screens individuals who approach the access system to determine whether they are in crisis and, if so, assure that they receive timely, appropriate attention.
Connects individuals to clinicians to determine eligibility for Medicaid specialty services and supports, MIChild, Healthy Michigan Plan, Substance Abuse Block Grant (SABG), or, for those who do not have any of these benefits as a person who is presenting needs for behavioral health services make them a priority to be served.
Collects information from individuals for decision-making and reporting purposes.
Refers individuals in a timely manner to the appropriate behavioral health practitioners for assessment, and person-centered planning.
Supports and services, or, if the individual is not eligible for PIHP or CMHSP services, provides community resources that may meet their needs.
Assists individuals in accessing clinicians who inform about all the available mental health and substance abuse services and providers and their due process rights under Medicaid, or MIChild, Healthy Michigan Plan, SABG, and the Michigan Mental Health Code.
Conducts outreach to underserved populations to ensure accessibility to the community at large.
Conducts telephone triage of consumers and patients who contact MCCMH Access Center for information and referral to community mental health services.
Completes risk assessments to determine consumer need for routine, urgent, or emergent services and provides or arranges immediate assistance to patients who need emergent services.
Completes FOCUS triage screen per an initial interview with consumers requesting MCCMH services.
Reviews eligibility for CMH services and verifies insurance through CHAMPS, WebDenis, and C-SNAP.
Receives incoming telephone calls and provides crisis intervention services to consumers as appropriate.
Completes all MCCMH reports, service activity logs, time sheets, and other documentation according to MCCMH policies and procedures.
Performs related duties as assigned.
QUALIFICATIONS
Required Education and Experience
- High school diploma or GED equivalent
- Two (2) or more years of experience working in a mental health setting
Preferred Education and Experience
- A Bachelor’s degree from an accredited college or university in Psychology, Social Work, Special Education, Counseling, or other mental health-related field
- Meet the qualifications as specified in the Michigan Department of Health and Human Services (MDHHS) Prepaid Inpatient Health Plan (PIHP)/Community Mental Health Services Programs (CMHSP) Qualifications per Medicaid Services as a Qualified Mental Health Professional (QMHP);
- Individual with specialized training or one year of experience working with a person who has mental illness; and is a psychologist, physician, educator (with a degree in education from an accredited program), social worker, physical therapist, occupational therapist, speech-language pathologist, audiologist, registered nurse, therapeutic recreation specialist, licensed or limited licensed professional counselor licensed/limited-licensed professional counselor, licensed or limited licensed marriage and family therapist, or a licensed physician’s assistant; or
- An individual with a human services professional with at least a bachelor’s degree in a human services field
- One (1) year or more experience working in a hospital behavioral health setting
- Two (2) years of experience in a hospital or mental health call center environment
Required Licenses or Certifications
- Possession of required state licensure appropriate to position and ability to meet privileging and credentialing guidelines
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:
- Applicable computer applications
- Modern office procedures and methods
- Resources within and outside of MCCMH
- Michigan Mental Health Code and a basic understanding of its rules and regulations
- Risk assessment and techniques to de-escalate/interact in potentially dangerous situations
- Working understanding on practices for adherence to Medical Services Administration (MSA) Medicaid policies and procedures
Skilled in:
- Managing incoming and outgoing phone calls
- Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with staff and the public
- Providing customer service to internal and external customers via phone, email, and in person
- Performing a variety of duties, often changing from one task to another of a different nature
- Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
- Organization and time management
- Operating personal computers with current versions of Microsoft Office and other computer software and applications
- Performing data entry to multiple types of database applications for registration, enrollment, service provision, billing, inventory, and statistical review and reporting
- Using good professional judgment for the welfare and safety of our consumers
