Call Center Representative
Detroit Wayne Mental Health Authority, Detroit, MI, United States
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 ensures 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.
Assess the call for a crisis prior to placing any call on hold.
Conduct warm transfers for any caller in crisis to a crisis counselor with the Crisis Line Vendor.
Identify and transfer/referring callers to appropriate community resources.
Respond to requests from Emergency Departments for children’s mobile crisis teams and dispatch the appropriate team.
Observe and adhere to all HIPAA and Recipients Rights policies and procedures.
Provide consumer‑oriented, professional, and compassionate service.
Document all incoming telephone calls.
Collect demographic information on all calls received prior to referring or transferring.
Conduct warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.
Ensure all aspects of the Enrollment/Re‑Enrollment process are conducted.
Respond to inquiries that address enrollment and eligibility.
Perform initial and enrollment changes according to The Detroit‑Wayne Integrated Health Network criteria and guidelines and comply with the default CRSP assignment protocol.
Use the Detroit Wayne Integrated Health Network MH‑WIN Database for eligibility determination, lookup, enrollment, and default CRSP assignment.
Verify consumer Wayne County residency.
Assign consumers to a CRSP via the Preference or Random request.
Document all calls in MH_WIN.
Document all ineligible or incomplete enrollments in MH‑WIN.
Conduct monthly TDD/TTY tests.
Demonstrate an understanding of the different complaint management systems of the public mental health systems and the specific benefit plans.
Provide consumers with accurate information concerning grievances, appeals, and local dispute resolution associated with their specific benefit plan.
Gather information regarding the complaint/grievance and complete appropriate documentation.
Ensure all call logs and enrollment documentation are complete before the end of the work shift.
Forward the entire Consumer Complaint, Grievance, and Appeals Process to Customer Services.
Document all compliments and complaints.
Notify supervisor immediately of consumer complaints.
Perform follow‑up calls and customer satisfaction surveys as necessary.
Attend and/or complete monthly required trainings.
Attend monthly staff meetings.
Conduct themselves as professional members of a team and work together to assist colleagues and supervisors as needed.
Complete all other assigned tasks as instructed.
Knowledge, Skills, and Abilities (KSAs)
Advanced knowledge and expertise in system navigation and intended beneficiary orientation.
Culturally proficient.
Strong interpersonal skills.
Advanced knowledge in interviewing, investigation, and report‑writing.
Excellent telephone skills.
Effective communication in writing and orally.
Strong analytical, mediation, and problem‑solving abilities.
Exceptional computer skills.
Openness to the emerging workforce in community mental health, including people with lived experience, family members, allies, and fictive kin.
Healthy respect for the needs and interests of individuals who receive services.
Knowledge of, or personal experience with, behavioral health issues is desired.
Experience
At least two years of experience working in a call center.
Experience 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. Preferred degrees include Social Work, Psychology, Counseling, etc.
Work Conditions Work is usually performed in an office setting. Telecommuting is optional. 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.
EEO Statement DWIHN is an Equal Opportunity Employer.
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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 ensures 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.
Assess the call for a crisis prior to placing any call on hold.
Conduct warm transfers for any caller in crisis to a crisis counselor with the Crisis Line Vendor.
Identify and transfer/referring callers to appropriate community resources.
Respond to requests from Emergency Departments for children’s mobile crisis teams and dispatch the appropriate team.
Observe and adhere to all HIPAA and Recipients Rights policies and procedures.
Provide consumer‑oriented, professional, and compassionate service.
Document all incoming telephone calls.
Collect demographic information on all calls received prior to referring or transferring.
Conduct warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.
Ensure all aspects of the Enrollment/Re‑Enrollment process are conducted.
Respond to inquiries that address enrollment and eligibility.
Perform initial and enrollment changes according to The Detroit‑Wayne Integrated Health Network criteria and guidelines and comply with the default CRSP assignment protocol.
Use the Detroit Wayne Integrated Health Network MH‑WIN Database for eligibility determination, lookup, enrollment, and default CRSP assignment.
Verify consumer Wayne County residency.
Assign consumers to a CRSP via the Preference or Random request.
Document all calls in MH_WIN.
Document all ineligible or incomplete enrollments in MH‑WIN.
Conduct monthly TDD/TTY tests.
Demonstrate an understanding of the different complaint management systems of the public mental health systems and the specific benefit plans.
Provide consumers with accurate information concerning grievances, appeals, and local dispute resolution associated with their specific benefit plan.
Gather information regarding the complaint/grievance and complete appropriate documentation.
Ensure all call logs and enrollment documentation are complete before the end of the work shift.
Forward the entire Consumer Complaint, Grievance, and Appeals Process to Customer Services.
Document all compliments and complaints.
Notify supervisor immediately of consumer complaints.
Perform follow‑up calls and customer satisfaction surveys as necessary.
Attend and/or complete monthly required trainings.
Attend monthly staff meetings.
Conduct themselves as professional members of a team and work together to assist colleagues and supervisors as needed.
Complete all other assigned tasks as instructed.
Knowledge, Skills, and Abilities (KSAs)
Advanced knowledge and expertise in system navigation and intended beneficiary orientation.
Culturally proficient.
Strong interpersonal skills.
Advanced knowledge in interviewing, investigation, and report‑writing.
Excellent telephone skills.
Effective communication in writing and orally.
Strong analytical, mediation, and problem‑solving abilities.
Exceptional computer skills.
Openness to the emerging workforce in community mental health, including people with lived experience, family members, allies, and fictive kin.
Healthy respect for the needs and interests of individuals who receive services.
Knowledge of, or personal experience with, behavioral health issues is desired.
Experience
At least two years of experience working in a call center.
Experience 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. Preferred degrees include Social Work, Psychology, Counseling, etc.
Work Conditions Work is usually performed in an office setting. Telecommuting is optional. 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.
EEO Statement DWIHN is an Equal Opportunity Employer.
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