Under the general supervision of the Director of Customer Service and the direct supervision of the Customer Service Administrator, the Call Center Supervisor is responsible for the daily oversight and monitoring of the Customer Service call related processes and department compliance activities in accordance with local, state, and federal regulations, BBA, Mental Health Code mandates and the MDHHS contract.

PRINCIPAL DUTIES AND RESPONSBILITIES:

• Provides supervision to Customer Service team members regarding Customer Service information, referral, linkage, complaints and follow through for telephone and walk-in inquiries.
• Oversees the development and maintenance of the Reception/Switchboard and Call Center schedules.
• Assists with the development and implementation of Call Center and Switchboard staff orientation and ongoing training.
• Provides input on the design, development and maintenance of Customer Service policies, procedures, and processes.
• Assists with the daily intake of calls coming into the DWIHN Customer Service Call Center
• Monitors all Customer Service call-related activities and provides constructive feedback and plans for improvement.
• Conducts bi-monthly meetings with call-related teams to address updates, issues, and concerns.
• Coordinates Provider distribution of member materials.
• Prepares and submits monthly, quarterly, and annual unit reports.
• Analyzes and reports on Customer Service call related trends and patterns.
• Provides follow-up on special case inquiries as assigned.
• Assists with Quality Improvement activities.
• Participates in the preparation activities for all regulatory related audits, (i.e. MDHHS, HSAG, NCQA and ICO’s).
• Attends State related monthly Customer Service work-group meetings.
• Participates as a Customer Service Annual site assessment review team member.
• Participates as a member of the Customer Service Management team.
• Attends applicable DWIHN related meetings.
• Provides accuracy in record keeping systems and project management.
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA’S):

• Knowledge of DWIHN policies, procedures, and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of MDHHS policies, rules, regulations, and procedures.
• Knowledge of Federal policies, rules, regulations, and procedures as it relates to DWIHN.
• Knowledge of behavioral health and mental health principles and practices.
• Knowledge of the Michigan Medicaid Provider Manual.
• Knowledge of Quality Management and Quality Improvement principles and practices.
• Knowledge of NCQA requirements and the accreditation process.
• Knowledge of HSAG requirements and the accreditation process.
• Knowledge of Customer Service practices and principles.
• Knowledge of Call Center metrics and statistical analysis.

• Knowledge of the appeals and grievance processes for behavioral health systems.
• Knowledge of dispute resolution practices and procedures.
• Supervisory skills.
• Administration skills.
• Training skills.
• People management skills.
• Assessment skills.
• Evaluation skills.
• Organizational skills.
• Problem Solving skills.
• Decision Making skills.
• Customer Service skills.
• Communication skills.
• Multitasking skills.
• Training skills.
• Coordination skills.
• Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
• 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, Business Administration, Conflict Resolution, Criminal Justice, Psychology, Counseling, Social Work or a related field.

REQUIRED EXPERIENCE:

• Three (3) years of full-time paid professional experience working in a human service, social service, mental health, or behavioral health setting.

AND

• Three (3) years of full-time paid professional experience working in a Customer Service environment.

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 an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan. This position can work remotely with supervisory approval. Currently this position is a hybrid position.

 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. 

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer