GENERAL SUMMARY
Provides telephone customer service and triage with individuals served who call Macomb County Community Mental Health (MCCMH) for mental health, substance abuse and / or developmental disability services. collects demographic information, verifies insurance, provides community resources, and information to callers related to MCCMH programs and services
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Gathers information to determine the appropriate course of action for the call.
Transfers calls to MCCMH Crisis Center, Managed Care Operations, or other MCCMH departments as appropriate.
Provides information on walk in provider clinics as necessary.
Connects individuals to Managed Care Operations for screening and access to services.
Completes FOCUS triage screen per initial telephonic contact with consumers.
Gather and provide data entry of insurance information for MCCMH in the electronic medical record
Meet the telephonic standards and benchmarks as set forth by MCCMH.
Conducts outreach calls as assigned.
Provide resources and referrals to community agencies as needed.
Operates an automobile to perform assigned job functions.
Performs other duties as assigned.
QUALIFICATIONS
Required Education and Experience
- Possession of a high school diploma or a certificate of successful completion of the General Educational Development Test
- Minimum of one (1) or more years of experience in a mental health setting
Preferred Education and Experience
Bachelor’s Degree from an accredited college or university in Psychology, Social Work, Special Education, Counseling or other mental health related fieldOne (1) year of experience working in a hospital or behavioral health call center environmentMinimum of two (2) or more years of experience in a mental health settingRequired Licenses or Certifications
Possession of a valid Michigan driver’s license and operable, insured automobile for authorized travelCOMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of :
Applicable computer applicationsMichigan Mental Health CodeInsurance procedures and requirementsSkill in :
Proficient in managing incoming and outgoing phone callsUsing good professional judgment for the welfare and safety of our consumersExcellent organizational skills with the ability to manage multiple prioritiesExcellent customer serviceAbility to :
Collaborative : Approaches all situations with a teamwork and solution focused mindset demonstrated through active participation in meetings, volunteering to assist teammates and other departments as appropriate. Examples include participation in internal and external committees, subcommittees, process improvement groups or other multi-organizational initiativesAccountable : Takes ownership and empowers others to do the same as evidenced by identifying solutions and acting on job responsibilities and organizational objectives, dailyRespectful : Treats people with dignity while honoring individual differences demonstrated through use of positive and encouraging statements and / or interactions to, about and / or with colleagues and persons served; evidenced by supervisor observation, feedback from other department staff and leadershipEngage effectively with diverse communities; interact with people in an inclusive manner that respects cultural and socio-economic differencesWork in an environment which embraces the county’s Dignity CampaignEffectively speak, write, and understand the EnglishEffectively speak, write, and understand a language other than English is preferredUnderstand and carry out oral and / or written instructionsAccurately organize and maintain paper documents and electronic filesMaintain the confidentiality of informationWork independently
