What are the responsibilities and job description for the Call Center Manager Clinical position at Detroit Wayne Integrated Health Network?
THIS IS A BEHAVIORAL HEALTH POSITION)
Under the General Supervision of the DWIHN Call Center Administrator(s), the Call Center Manager is responsible for assisting in the planning and implementation of DWIHN Call Center strategies and operations and improving call center systems and processes.
PRINCIPAL DUTIES AND RESPONSIBILITIES :
- Oversees and manages the clinical unit of the Access Call Center, which is part of the 24-hour DWIHN Access Call Center and assist managers of other call center units (ACCR and SUD) as needed.
- Assists with the development and maintenance of staffing / shift schedules.
- Assists with the development and implementation of Call Center staff orientations and ongoing trainings.
- Provides input on the design and development of Call Center procedures and processes.
- Coordinates training curriculum of new hires.
- Provides Customer Service information, referral, linkage and follow through for consumer inquiries.
- Provides documentation regarding complaints, grievances, appeals, and the dispute resolution process.
- Assists with Member Experience related activities.
- Analyzes DWIHN Call Center trends and patterns.
- Attends meetings, as directed, on behalf of the DWIHN Call Center.
- Prepares and submits reports to the Call Center Administrator as requested weekly / monthly / quarterly.
- Determines appropriate levels of care for referral, assisting clients in selecting appropriate providers.
- Conducts three-way warm transfer calls.
- Assists providers with additional client information to assure appropriate referral for treatment services.
- Manages client care through the MH-WIN system.
- Conducts utilization reviews and monitors staff performance.
- Monitors provider intake appointment availability and reports to Administrator weekly / monthly / quarterly.
- Enters data and reports into written formats and electronic databases.
- 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.
- 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.
- Administers appropriate evidence-based screening and assessment instruments specific to each client to determine their strengths and needs.
- 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.
- Participates in case conference meetings with other departments as needed to coordinate client care.
- 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 and the need for crisis intervention.
- Performs telephonic eligibility screenings as needed.
- Performs related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES (KSA's)
Required Education :
Required Experience :
Required License(s) :
WORKING CONDITIONS :
Work is usually performed in an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan. This position can work remotely with supervisory approval.
This description is not intended to be a complete statement of job content, rather to act as 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.
The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer
