Call Center Representative

Title:
DWIHN Call Center Representative

Pay
Grade: 6 ($50,200 - $63,519)

Category:
GAA Non-Exempt, Professional

Reports
to: DWIHN Call Center Director

Description:

Reporting directly
to the Call Center Supervisor and under the general supervision of the Call
Center Director, the DWIHN Call Center Representative shall ensure that all
phone calls are answered and assessed for severity, in order to triage the call
and provide the most appropriate services.

PRIMARY DUTIES AND RESPONSIBILITIES

· Answer
all phone calls using the approved telephone answering script on one of three shifts of the DWIHN 24-hour Call
Center.

· Assessing the call for a crisis prior to placing any call on hold.

· Conducting warm transfers for any caller in crisis to a
crisis counselor with the Crisis Line Vendor.

· Identifying and transferring/referring callers to appropriate
community resources

· Responding to request from Emergency Departments for
children’s mobile crisis teams and dispatching the appropriate team.

· Observing and adhering to all HIPAA and Recipients Rights
policies and procedures.

· Providing consumer–oriented , professional, and compassionate
service.

· Documenting all incoming telephone calls.

· Collecting demographic information on all calls received
prior to referring or transferring.

· Conducting warm transfers for any caller who needs a clinical
assessment/screen to a Call Center Clinician.

· The DWIHN Call Center Representative shall ensure all aspects of the
Enrollment/Re-Enrollment process are conducted.

· Responding
to inquiries that address enrollment and eligibility.

· Performing
initial and enrollment changes according to The Detroit-Wayne Integrated Health
Network criteria and guidelines and comply with the default CRSP assignment protocol.

· Using
the Detroit Wayne Integrated Health Network MH-WIN Database for eligibility
determination, look-up, enrollment, and default CRSP assignment.

· Verifying
consumer Wayne County residency

· Assigning
consumers to a CRSP via the Preference or
Random request.

· Documenting
all calls in MH_WIN.

· Documenting
all ineligible or incomplete enrollments in MH-WIN.

· Conducting
monthly TDD/TTY tests

· Demonstrate
an understanding of the different complaint management systems of the public
mental health systems and the specific benefit plans.

· Providing
consumers with accurate information as to the grievance, appeal and local
dispute resolution associated with their specific benefit plan.

· Gathering
information in regards to the complaint/grievance and completing appropriate
documentation.

· Ensuring
all call logs and enrollment documentation are complete before the end of the
work shift.

· The
DWIHN Call Center Representative s shall ensure that all aspects of the
Consumer Complaint, Grievance, and Appeals Process are forwarded to Customer Services.

· Documenting
all compliments and complaints.

· Notifying
supervisor immediately of consumer complaints

· Performing
follow up calls and customer satisfaction as necessary

· The
DWIHN Call Center Representative shall ensure that all aspects of their position
are conducted by:

o Attending and /or completing monthly required trainings

o Attending monthly staff meetings

o Conducting themselves as professional members of a team and
working together to assist colleagues and supervisors as needed

o Completing all other assigned tasks as instructed

KNOWLEDGE, SKILLS AND ABILITIES(KSAs):

• Advanced knowledge and expertise in system
navigation and intended beneficiary orientation.

• Culturally proficient

• Interpersonal skills

• Advance
knowledge in interviewing, investigation, and report writing skills.

• Excellent Telephone skills

• Ability
to effectively communicate in writing and orally.

• Ability to effectively analyze, mediate and
solve problems.

• Exceptional computer skills.

• Openness to the emerging workforce in community mental health,
  i.e., people with lived experience, their family members, allies and
  fictive kin.

• Healthy respect for the needs and interest of the individuals who
  receive services.

• Knowledge of, or personal experience with behavioral health
  issues is desired.

REQUIRED EXPERIENCE AND TRAINING:

Experience:

• At least two (2) Experience working in a Call Center.

• Experience working with complaints, grievance and appeals.

• Experience working with Consumers, training, peer counseling and
  advocacy.

• Familiarity with State mental health regulatory requirements.

Training:

• Bachelor’s degree from a recognized college or university
  required. Bachelor’s degree in Social Work, Psychology, Counseling, etc.,
  preferred

WORKING CONDITIONS:

Work is usually performed in an office
setting, telecommuting optional. The DWIHN Call center is a 24/7 operation.
Employees in the classification Call Center Representative may be required to
work one of three shifts (Days, Afternoons, Midnights) and weekends.

Certification/Licensure: None

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

DWIHN is an Equal Opportunity Employer

I acknowledge receipt of the above Position
Description from DWIHN. I understand that the Position Description’s sole
purpose is to summarize the responsibilities and expectations of this
position.