Call Center Manager Clinical

(THIS IS A BEHAVIORAL HEALTH POSITION)

Under the General Supervision of the DWIHN Call Center Administrator(s), 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 and manages the clinical unit of the Access Call Center, which is part of the 24-hour DWIHN Access Call Center and assist managers of other call center units (ACCR and SUD) as needed.
• Assists with the development and maintenance of staffing / 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.
• Coordinates training curriculum of new hires.
• 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.
• Attends meetings, as directed, on behalf of the DWIHN Call Center.
• Prepares and submits reports to the Call Center Administrator as requested weekly / monthly / quarterly.
• Determines appropriate levels of care for referral, assisting clients in selecting appropriate providers.
• Conducts three-way warm transfer calls.
• Assists providers with additional client information to assure appropriate referral for treatment services.
• Manages client care through the MH-WIN system.
• Conducts utilization reviews and monitors staff performance.
• Monitors provider intake appointment availability and reports to Administrator weekly / monthly / quarterly.
• Enters data and reports into written formats and electronic databases.
• 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.
• 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.
• 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.
• Participates in case conference meetings with other departments as needed to coordinate client care.
• 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 and the need for crisis intervention.
• Performs telephonic eligibility screenings as needed.
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA's)

• Knowledge of DWIHN policies, procedures and operations.
• Knowledge of the DWIHN provider network.
• Knowledge of medical and behavioral health practices and terminology.
• Knowledge of compliance standards.
• Knowledge of MDHHS policies, rules, regulations and procedures.
• Knowledge of Call Center Operations.
• Knowledge of Customer Service practices and principals.

• Knowledge of co-occurring and substance use treatment services.
• Knowledge of the American Society of Addiction Medicine Patient Placement Criteria (ASAM) and the Federal Confidentiality Regulations, 42 CFR, Part 2.
• Knowledge of Level of Care Utilization System (LOCUS)
• Knowledge of DSM IV-TR and or DSM-5 (diagnostic and statistical manual of mental health disorders)
• Knowledge of Autism Spectrum Disorder and Medicaid Autism Benefit Program.
• Knowledge of MI Health Link
• Knowledge of Intellectual and Developmental Disorders

• Knowledge of and ability to use screening and assessment tools for behavioral health services.
• Knowledge of and ability to use treatment planning, case management and continuing care for behavioral health services.
• Knowledge of documents / regulations that govern the provision of mental health services, e.g., Medicaid Manual Mental Health and Substance Abuse Chapter III, State Plan for Medicaid, Michigan Department of Health and Human Services Quality Plan, BBA requirements and the Michigan Mental Health Code.
• Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.
• Knowledge of diagnostics, psychopharmacology, and supportive treatment approaches as applied to a severely mentally ill (SMI) adult population.
• Knowledge of the identification and treatment of co-occurring mental health and substance use disorders.

• Knowledgeable of psychotropic medications.
• Knowledge of Pre-Admission Review (PAR) Screening.

• Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.
• Experience and/or training in application of medical necessity criteria.
• Knowledge of managed care.
• Knowledge of local and community resources and providers.

• Knowledge of MCBAP.
• Knowledge of clinical licensure in the State of Michigan.

• Supervisory skills
• Management skills
• Leadership skills

• Computer skills
• Time management skills
• Organizational skills
• Critical thinking skills
• Decision Making skills
• Customer Service skills
• Language skills
• Listening skills
• Relationship building skills
• Teamwork skills
• Training 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 Master's Degree from a recognized college or university in Human Service, Social Service, Public Health, Public Administration, Healthcare Administration, Health Management, Sociology, Psychology, Counseling or a related field.

Required Experience:

• Five (5) years of full-time paid professional experience working in a human service, social service, mental health or behavioral health setting.
• Two (2) years of full-time paid professional experience performing client care (e.g. inpatient, outpatient, crisis, residential, etc.) in a human service, social service, mental health or behavioral health setting.
• Two (2) years of full-time paid professional experience as a manager or supervisor providing access authorizations or utilization review for a Call Center or Customer Service Operation.

Required License(s):

• A valid State of Michigan Driver's License with a safe and acceptable driving record.
• Licenses/Certifications: Valid Michigan clinical licensure (LMSW, LPC, LLP, LMHC or PhD, required).
• The candidate must possess or obtain valid credentials for professional practice: Qualified Mental Health Professional - QMHP, Child Mental Health Professional- CMHP and Qualified Intellectual/ Developmental Professional - QIDP.

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.

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.

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