Call Center Manager

4 days ago

Detroit, Michigan, United States Detroit Wayne Integrated Health Network Full time
Job Title: Call Center Manager

Join the Detroit Wayne Integrated Health Network team as a Call Center Manager, where you will play a vital role in providing exceptional customer service and support to our clients. As a key member of our team, you will be responsible for overseeing the daily operations of our 24/7 call center, ensuring that our clients receive timely and effective support.

Key Responsibilities:
  • Oversee the planning and implementation of call center strategies and operations
  • Develop and maintain call center shift schedules
  • Assist with the development and implementation of staff orientations and ongoing trainings
  • Provide input on the design and development of call center procedures and processes
  • Manage call center staff
  • Provide customer service information, referral, linkage, and follow-through for consumer inquiries
  • Document complaints, grievances, appeals, and dispute resolution processes
  • Assist with member experience-related activities
  • Analyze call center trends and patterns
  • Participate in customer service quality improvement activities
  • Attend meetings as directed on behalf of the call center
  • Prepare and submit reports to the call center director as requested
  • Supervise the development plans for call center staff
  • Provide supervision of call center staff seeking clinical licensure
  • Determine appropriate levels of care for referral and assist clients in selecting appropriate providers
  • Initiate referrals to selected providers
  • Conduct three-way warm transfer calls
  • Assist providers with additional client information to ensure appropriate referral for treatment services
  • Review requests for authorizing/reauthorizing medically appropriate services and length of stay
  • Manage client care through the MH-WIN system
  • Update the reauthorizations database
  • Track and monitor cost factors relative to service utilization, treatment activities, and other access and placement criteria
  • Conduct utilization reviews
  • Conduct provider authorizations and reauthorizations for mental health services
  • Enter data and reports into written formats and electronic databases
  • Conduct client satisfaction surveys
  • Provide community callers with information related to community resources and assist callers with information on how to access community services
  • Utilize computer to perform clinical and administrative job functions
  • Determine appropriate levels of care for referral and assist clients in selecting an appropriate SUD provider
  • Discuss with the client the rationale, purpose, and procedures associated with the screening and assessment process to facilitate the client's understanding and cooperation
  • Gather and assess information and summarize data for the client
  • Assess and determine the severity of the client's substance use disorder
  • Assess the client's immediate needs by evaluating relevant information, including signs and symptoms of intoxication and withdrawal
  • Administer appropriate evidence-based screening and assessment instruments specific to each client to determine their strengths and needs
  • Interpret results of screening and assessments and integrate all available information to formulate a diagnostic impression and determine an appropriate course of action
  • Develop a written summary of the results of the screening and assessment to document and support the diagnostic impressions and treatment recommendations
  • Perform ongoing assessments in collaboration with the client and concerned others to review and modify treatment plans to address treatment needs
  • Match client needs with community resources to facilitate positive client outcomes
  • Discuss the rationale for a referral with the client
  • Communicate with community resources regarding the needs of the client
  • Provide information to the client regarding the structure, expectations, and purpose of the counseling and referral process
  • Provide continual evaluation of the client's safety, relapse potential, and the need for crisis intervention
  • Provide re-authorization of SUD/Mental Health/co-occurring services
  • Perform related duties as assigned
Requirements:
  • 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
  • Five years of full-time paid experience working in a human service or social service field, including providing access authorizations, utilization review, call center operations, or customer service operations
  • Valid State of Michigan driver's license with a safe and acceptable driving record
Working Conditions:

This is a hybrid position, with work performed in a home/office or at a designated on-site location. The DWIHN Call Center is a 24/7 operation, and employees may be required to work one of three shifts (days, afternoons, midnights) and weekends.

Please note that 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.

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