20 Call Center Representative - (Contingent) Jobs in Detroit, MI
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Detroit Wayne Integrated Health Network is Hiring a Call Center Representative - (Contingent) Near Detroit, MI
Principal Duties And Responsibilities
- Answers all phone calls using the approved telephone answering script on one of three shifts for the DWIHN 24-hour Call Center.
- Assesses the call for crisis.
- Conducts warm transfers for any caller in crisis to a crisis counselor.
- Identifies and transfers callers to appropriate community resources.
- Responds to requests from Emergency Departments.
- Responds to requests from Emergency Departments for children’s mobile crisis teams and dispatches the appropriate team.
- Documents all incoming telephone calls.
- Collects demographic information on all calls.
- Conducts warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.
- Ensures all aspects of the Enrollment/Re-Enrollment process are conducted.
- Responds to inquiries regarding enrollment and eligibility.
- Performs enrollment changes according to The Detroit-Wayne Integrated Health Network criteria and guidelines.
- Complies with the default CRSP assignment protocol. Assesses the Detroit Wayne Integrated Health Network MH-WIN Database for eligibility determination, look-up, enrollment, and default CRSP assignment.
- Verifies that a consumer is a resident of Wayne County.
- Assigns consumers to a CRSP via the Preference or Random request system.
- Documents all calls in MH_WIN.
- Documents all ineligible or incomplete enrollments in the MH-WIN database.
- Conducts monthly TDD/TTY tests.
- Gathers information regarding complaints or grievances and completes the appropriate documentation.
- Ensures that all aspects of the Consumer Complaint, Grievance, and Appeals Process are forwarded to Customer Services.
- Provides consumers with accurate information as to the grievance, appeal and local dispute resolution process associated with their specific benefit plan.
- Provides information regarding the complaint management systems of the public mental health systems and the specific benefit plans.
- Ensures that all call logs and enrollment documentation are complete before the end of the work shift.
- Documents all compliments and complaints.
- Notifies a supervisor immediately of consumer complaints.
- Performs follow up calls and customer satisfaction surveys.
- Attends monthly staff meetings.
- Attends required trainings.
- Performs related duties as assigned.
- 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 priority population admittance.
- Knowledge of State Disability Assistance (SDA).
- 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.
- 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.
- Two (2) years of full-time paid experience working in a human service or social service field.
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
Job Summary
Part Time
Ambulatory Healthcare Services
$40k-51k (estimate)
06/04/2024
06/23/2024
dwmha.com
DETROIT, MI
50 - 100
2013
WILLIE BROOKS
$500M - $1B
Ambulatory Healthcare Services
Related Companies
The job skills required for Call Center Representative - (Contingent) include Customer Service, Call Center, Listening, Time Management, Teamwork, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Representative - (Contingent). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Representative - (Contingent). Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Call Center Representative - (Contingent) positions, which can be used as a reference in future career path planning. As a Call Center Representative - (Contingent), it can be promoted into senior positions as a Contact Center Representative IV - Inbound that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Representative - (Contingent). You can explore the career advancement for a Call Center Representative - (Contingent) below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Representative, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Representative for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Representative job description and responsibilities
Call center representatives must be professional throughout each phone call and to other call center employees.
02/12/2022: La Crosse, WI
Therefore, call center representatives should be open to work rotational shifts and adapt to a flexible work schedule.
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A successful Call Center Representative must have an excellent attitude towards their work and empathy for their customers' needs.
12/14/2021: Galveston, TX
The representatives should also use their problem-solving skills to resolve customer queries effectively.
01/05/2022: Sioux City, IA
The Call Center Customer Service Representative must be able to deliver outstanding customer service to ensure customers receive the best customer service experience.
12/26/2021: Greensboro, NC
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Representative jobs
Working as a call center representative requires a fast typing ability.
12/22/2021: Orange, CA
Perfect for Call Center Representatives with two to five years of experience.
12/20/2021: Roanoke, VA
Due to the sensitivity of the call type, all representatives will be required to pass a Personnel Security suitability determination and adhere to strict privacy policies.
02/10/2022: Greenville, MS
Excellent follow through skills, responding timely to phone calls, tasks, and projects; accuracy and attention to detail are a must.
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Previous call center experience preferred but not required.
12/17/2021: Greenville, MS
Step 3: View the best colleges and universities for Call Center Representative.
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