Call Center SUD Technician

Under the supervision of the DWIHN Call Center Director, the Substance Use Disorder (SUD) Technician is responsible for conducting brief screenings, electronic case review and providing authorization and care management services. This position is responsible for providing behavioral health utilization management services for the treatment provider network through the implementation and facilitation of outpatient, withdrawal management, residential authorizations and case management processes.

Principle Duties and Responsibilities:

• Determines appropriate levels of care for referral, assisting clients in selecting an appropriate SUD provider.
• Initiates referrals to selected provider.
• Conducts initial intakes.
• 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.
• Assesses and determines the severity of client’s substance use disorder.
• Assesses client’s immediate needs by evaluating relevant information including signs and symptoms of intoxication and withdrawal.
• Administers appropriate evidence‐based screening and assessment instruments specific to each client to determine their strengths and needs.
• Obtains relevant history and related information from the client and other pertinent sources to establish eligibility and appropriateness of services.
• 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.
• Formulates and discusses diagnostic assessment and recommendations with the client to initiate an individualized treatment plan that incorporates client’s strengths, needs, abilities, and preferences.
• Performs ongoing assessments in collaboration with the client and concerned others to review and modify the treatment plan to address treatment needs.
• Matches client needs with community resources to facilitate positive client outcomes.
• Discusses rationale for a referral with the client.
• Communicates with community resources regarding needs of the client.
• 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, relapse potential, and the need for crisis intervention.
• Provides information on issues of identity, ethnic background, age, sexual orientation, and gender as it relates to substance use, prevention and recovery.
• Provides re-authorization of SUD/Mental Health/co-occurring services.
• Conducts three-way warm transfer calls.
• Assists providers with additional client information to assure appropriate referral for treatment services.
• Evaluates clinical appropriateness for SUD consumers.
• Establishes funding eligibility.
• Applies priority status criteria for placement.
• Responsible for follow-up with clients who were admitted for treatment and assisting them with a continuum of care.
• Monitors client’s compliance with services and assists with aftercare/recovery plan services.
• Reviews requests for authorizing/reauthorizing medically appropriate services and length of stay.
• Manages client care through the MH-WIN system.
• Updates the reauthorizations database.
• Tracks and monitors cost factors relative to service utilization,
  treatment activities, and other access and placement criteria.
• Conducts utilization reviews of SUD/COD client cases daily.
• Conducts SUD provider authorizations and reauthorizations for SUD/COD services.
• Enters data and reports into written formats and electronic databases.
• Monitors provider services for adherence to priority Federal, State and Medicaid admission requirements.
• Manages and coordinates waiting list(s) for those seeking SUD treatment by closely monitoring of provider capacity.
• Conducts SUD follow-up surveys and discharge summary reports for clients receiving intensive SUD services.
• Conducts client satisfaction surveys.
• 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.
• 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 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 SUD Policies and Procedures.
• Knowledge of various treatment modalities including Opiate Maintenance Treatment (OMT) (and re-authorization of Medication Assisted Treatment (MAT) criteria), case management, chemically-dependent pregnant women, co-occurring individuals, SMI/SED and I/DD populations.
• Knowledge of Substance Abuse Administrative Rules requirements.
• Knowledge of SUD CPT codes.
• Knowledge of women specialty services requirements.
• Knowledge of priority population admittance.
• Knowledge of State Disability Assistance (SDA).
• Knowledge of Intravenous Drug User (IDU) management.
• Computer skills
• Time management skills
• Organizational skills
• Critical thinking skills
• Decision Making skills
• Customer Service skills
• Language skills
• Listening skills
• 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 or a related field.

Required Experience:

• Three (3) years of full-time paid experience working in a human service or social service field.
• Experience must have also included: providing access authorization, access overrides, and utilization review.

Required License(s):

• Certification as a Certified Addiction Drug Counselor (CADC) or Certified Advanced Addiction Drug Counselor (CAADC) by the Michigan Certification for addiction Professional (MCBAP).

NOTE: Applicants with an approved development plan by MCBAP will be accepted.

Working Conditions

Work is usually performed in a home/office setting.

Contingent staff are allowed to work remotely with management approval.

NOTE: The DWIHN Call Center is a 24/7 operation. Employees in the Call Center may be required to work one of three shifts (Days, Afternoons, Midnights) and weekends.

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.

DWIHN is an Equal Opportunity Employer