Crisis Call Center Administrator

2 months ago


Detroit, Michigan, United States Detroit Wayne Integrated Health Network Full time

CRISIS CALL CENTER ADMINISTRATOR

Under the general supervision of the DWIHN Mobile Crisis Director, the Crisis Call Center Administrator provides oversight and monitoring of the DWIHN Crisis Call Center.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Monitors the Crisis Call Center activities at the Network to ensure compliance with established policies and procedures.
  • Supervises Crisis Call Center Staff.
  • Monitors and reports data regarding satisfaction, complaints, grievances and appeals activities.
  • Monitors Crisis Call Center contracts.
  • Performs quality analysis and quality improvement.
  • Oversees the tracking, trending, and reporting of client complaints, grievances and appeals processes.
  • Oversees the coordination of Satisfaction Survey activity to ensure timely reporting to Unit director and governing entities.
  • Oversees the coordination of the Annual Crisis Call Center's internal and external review preparation activities.
  • Analyzes site review findings and makes applicable recommendation for plans of corrections.
  • Coordinates the timely submission and monitoring of plans of correction.
  • Collaborates on Customers Service Quality Improvement initiatives.
  • Participates on the Network's quality improvement committees.
  • Schedules and coordinates Crisis Call Center contractor site reviews.
  • Maintains Crisis Call Centers quality improvement, monitoring and reporting evaluation tools.
  • Monitors, analyzes and provides monthly, quarterly and annual data performance reports.
  • Assists in the review, development and implementation of Crisis Call Center related policies and procedures to ensure compliance with federal, state and accrediting standards.
  • Utilizes MHWIN dispatch system to deploy mobile crisis teams.
  • Responds to crisis calls and referrals for mobile crisis deployment.
  • Completes triage to provide assessment of the individual's need and to assess for suicide intervention.
  • Participates in agency and system staff meetings.
  • DWIHN Crisis Call Center operates 24/7, 365 days per year. Provides on call duties as needed which include but are not limited to carrying a Detroit Wayne Integrated Health Network issued cell phone and responding to calls.
  • Oversees monthly mobile crisis scheduling and call offs to ensure coverage on all shifts.
  • 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.

```{=html}

```
- Knowledge of Call Center Management
- Knowledge of Customer Service practices and principals.
- Knowledge of Quality Management.
- Knowledge of Behavioral Health Crisis practice and principles.
- Knowledge of Suicide Hotline protocols, procedures, and requirements.

```{=html}

```
- Knowledge of Customer Service practices and principles.

```{=html}

```
- Knowledge of co-occurring and substance use treatment services.

```{=html}

```
- 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 Mental Health Code.
- Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.

Knowledge of the prac




  • Detroit, Michigan, United States Neighborhood Service Organization Full time

    Job OverviewPosition Title: Crisis Intervention SpecialistFLSA Classification: Non-ExemptLocation: Community-BasedPosition Type: Full-TimeReports to: COPE Team LeadPosition Summary: This role is integral to advancing the mission, vision, values, and strategic objectives of the Neighborhood Service Organization. The Crisis Intervention Specialist will engage...


  • Detroit, Michigan, United States Detroit Wayne Integrated Health Network Full time

    Position Overview(THIS IS A CONTINGENT POSITION)The Registered Nurse – Crisis Services plays a crucial role in the healthcare team, providing essential support to clients in crisis situations. Under the supervision of the Charge Nurse, this position involves monitoring patient conditions, administering necessary medications, maintaining accurate records,...


  • Detroit, Michigan, United States Detroit Wayne Integrated Health Network Full time

    Position Overview(THIS IS A CONTINGENT POSITION)The Registered Nurse in Crisis Services operates under the guidance of the Charge Nurse, responsible for monitoring clients, administering medications, maintaining records, collaborating with healthcare professionals, and providing education to clients through the nursing processes of assessment, planning,...


  • Detroit, Michigan, United States Detroit Wayne Integrated Health Network Full time

    Position Overview(THIS IS A CONTINGENT POSITION)The Registered Nurse in Crisis Services operates under the guidance of the Charge Nurse, providing essential care to clients in crisis situations. This role involves monitoring patients, administering medications, maintaining accurate records, and collaborating with healthcare professionals while applying the...


  • Detroit, Michigan, United States teamworkonline Full time

    Job Summary: The Call Center Representative is responsible for answering the telephones/parking kiosk support calls during events throughout the District Detroit, ensuring guest can find and gain access to all facilities operated by Olympia Parking.Key Responsibilities: Answering the main incoming support lines for all ODMP kiosks during events to provide...


  • Detroit, Michigan, United States GO Staffing Full time

    Opportunity Overview Join our dedicated team at GO Staffing, where we are seeking a qualified Psychiatric Nurse Practitioner (NP) or Physician Assistant (PA) for a pivotal role in our Crisis Stabilization Unit. Position Details Flexible scheduling options available: 16 or 32 hours Shifts include: Thurs and Fri 12a-8a and/or Sat and Sun 4p-12p or Sat and...


  • Detroit, Michigan, United States Ensono Full time

    Lead Administrator, zLinuxRemote - United StatesJR010539At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform...


  • Detroit, Michigan, United States Blue Cross Blue Shield of Michigan Full time

    This position can be based out of our Detroit, Lansing or Grand Rapids location. Responsible for developing and conducting formal classroom training delivery, providing on-the-job training (OJT) and post-training support, and developing training materials and programs. * Plan, coordinate, develop and implement approved projects which are Divisional and/or...

  • Clinical Therapist

    3 days ago


    Detroit, Michigan, United States The Children's Center of Wayne County Full time

    Job SummaryThe Children's Center of Wayne County is seeking a skilled Clinical Therapist to join our Homebased team. As a Clinical Therapist - Homebased, you will work with children and families enrolled in our Homebase program, utilizing the Family Centered Planning (FCP) model to deliver intense clinical services.Key ResponsibilitiesAssess, diagnose, and...


  • Detroit, Michigan, United States Percepta House Full time

    Job OverviewPosition Title: Administrative CoordinatorCompany: Percepta HousePosition Summary: The Administrative Coordinator plays a pivotal role in managing the daily functions of our office environment. This position encompasses a variety of administrative responsibilities aimed at enhancing office productivity, providing support to team members, and...

  • Clinical Therapist

    3 days ago


    Detroit, Michigan, United States The Children's Center of Wayne County Full time

    Job SummaryThe Homebased Therapist will utilize the Family Centered Planning (FCP) model to deliver intense clinical services to children and families enrolled in the Homebase program.Key ResponsibilitiesAssess, diagnose, develop treatment plans, and provide crisis interventions for assigned clients.Utilize the FCP model to coordinate and monitor delivery of...


  • Detroit, Michigan, United States ChenMed Full time

    Join a Unique Team.At ChenMed, we are dedicated to transforming lives daily, both for our patients and our team members. Are you a forward-thinking individual with a strong work ethic and a passion for inspiring others? If so, we invite you to explore this opportunity.As the Operations Center Supervisor, you will work closely with the Executive Center...


  • Detroit, Michigan, United States Henry Ford Health System Full time

    Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale. Including all of HFHS services and not limited to a specified practice group and/or multiple locations. Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders. Act as a welcoming...


  • Detroit, Michigan, United States Wayne State University Full time

    Administrative Assistant III - CMLLCWayne State University is searching for an experiencedAdministrative Assistant III - CMLLCat its Detroit campus location.Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted...


  • Detroit, Michigan, United States Wayne State University Full time

    Administrative Assistant II - CLAS, Dean's OfficeWayne State University is searching for an experiencedAdministrative Assistant II - CLAS, Dean's Officeat its Detroit campus location.Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality...


  • Detroit, Michigan, United States College for Creative Studies (CCS) Full time

    Job SummaryThe Business Services Coordinator position is a key role within the Business Services and Finance department at College for Creative Studies (CCS). This position is responsible for providing administrative support, handling various accounting and financial responsibilities, and serving as the office coordinator.Key ResponsibilitiesCustomer...


  • Detroit, Michigan, United States Ciena Healthcare Full time

    Afternoon Shift AvailableThe Front Desk Coordinator serves as the initial point of contact for numerous candidates, visitors, and family members reaching out to our organization. This role embodies the company’s values by warmly welcoming guests, managing phone inquiries, and routing calls appropriately.At Ciena Healthcare, we prioritize your well-being...


  • Detroit, Michigan, United States Veterans Affairs, Veterans Health Administration Full time

    Summary Medicine Service Office provides administrative support to all Specialty Care areas. It is a Veteran Centric way for the medical center to facilitate personnel management, business operations, financial management, quality assurance, facilities management, and a variety of related administrative matters in support of an extremely large and complex...


  • Detroit, Michigan, United States Ciena Healthcare Full time

    Afternoon Shift AvailableThe Front Desk Coordinator serves as the initial point of contact for numerous candidates, visitors, and family members reaching out to our organization. This role embodies the company’s values by warmly welcoming guests, managing phone inquiries, and routing calls appropriately.At Ciena Healthcare, we prioritize your well-being...


  • Detroit, Michigan, United States CLORA FUNERAL HOME Full time

    Job OverviewThe Administrative Support Specialist plays a crucial role in ensuring the smooth operation of the office environment. This position is essential for maintaining communication and organization within the team.Key ResponsibilitiesTelephone Management: Handles incoming calls and directs them appropriately while keeping a detailed message log.Mail...