FLSA STATUS: Non-exempt - overtime pursuant to Collective Bargaining Agreement
EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period
GENERAL SUMMARY:
Provides telephone customer service and triage with all individuals served who call in the Macomb County Community Mental Health (MCCMH) for mental health, substance abuse and/or developmental disability services. Welcomes, screens, determines, collects information, refers, informs and conducts outreach as a customer service representative. Works collaboratively with colleagues and various service providers to assure service needs are met for consumers/patients according to clinical need, membership eligibility, benefit structure and enrollment. Performs other duties as assigned.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Welcomes all individuals by demonstrating empathy and providing opportunity for the person presenting to describe situation, problems and functioning difficulties, exhibiting excellent customer service skills, and working with them in a non-judgmental way.
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, person-centered planning, and/or supports and services; or, if the individual is not eligible for PIHP or CMHSP services, to community resources that may meet their needs.
Assists individual 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 under-served and hard-to-reach populations and be accessible to the community-at-large.
Conducts telephone triage of consumers/patients who call the Macomb County Community Mental Health Access Center for information and referral to Community Mental Health Services.
Completes a brief risk assessment to determine consumer need for routine, urgent or emergent services. Provides and/or arranges immediate assistance to patients who are in need of emergent services.
Completes FOCUS triage screen per initial interview with consumers requesting Macomb County Community Mental Health Services.
Reviews eligibility for CMH services and verifies insurance through CHAMPS, WebDenis, and C-SNAP.
Provides telephone crisis intervention services to consumers as appropriate.
Completes all Macomb County Community Mental Health reports, service activity logs, time sheets, etc. according to Macomb County Community Mental Health policies and procedures.
QUALIFICATIONS:
Required Education and Experience
Preferred Education and Experience
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A Bachelor’s Degree in Psychology, Social Work, Special Education, Counseling or other mental health related field from an accredited college or university
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Meet the qualifications as specified in the MDHHS Michigan PIHP/CMHSP Qualifications per Medicaid Services as a QMHP (Qualified Mental Health Professional);
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
Required Licenses or Certifications
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Possession of required experience appropriate to position and ability to meet privileging and credentialing guidelines
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Must possess and maintain a current Michigan Chauffer’s license within 2 weeks from date of hire
Preferred Licenses or Certifications
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES:
Knowledge of:
Skill in:
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Proficient in managing incoming and outgoing phone
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Using good professional judgement for the welfare and safety of our consumers.
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Excellent organizational skills with the ability to manage multiple priorities.
Ability to:
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Collaborative: Approaches all situations with a teamwork and solution focused mindset demonstrated through active participation in meetings, volunteering to assist teammates and other departments as appropriate. Examples include participation in internal and external committees, subcommittees, process improvement groups or other multi-organizational initiatives.
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Accountable: Takes ownership and empowers others to do the same as evidenced by identifying solutions and acting on job responsibilities and organizational objectives, daily
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Respectful: Treats people with dignity while honoring individual differences demonstrated through use of positive and encouraging statements and/or interactions to, about and/or with colleagues and persons served; evidenced by supervisor observation, feedback from other department staff and leadership
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Effectively speak, write, and understand the English
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Effectively speak, write, and understand a language other than English is preferred
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Understand and carry out oral and/or written instructions
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Accurately organize and maintain paper documents and electronic files
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Maintain the confidentiality of information
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Work independently
