Customer Service Specialist
Agency Name: NorthCare Network
Agency Contact: Sally Olson
- Position Type: Full Time
- Job Type: Permanent
- County: Marquette
- Salary Range: 38,693.99 - 52,480.18 per Year
- Send applications to: hr@northcarenetwork.org
- Please include your resume when applying.
- Download this job posting.
GENERAL RESPONSIBILITIES: Under the supervision of the NorthCare Compliance & Privacy Officer, this position is responsible for initiating, coordinating, and overseeing marketing activities and Customer Services within and on behalf of NorthCare. The Customer Service Specialist is responsible for Substance Use Disorder Recipient Rights appeals for the Region 1 PIHP (Prepaid Inpatient Health Plans) and system navigation and reporting for Local Grievances and Appeals. This position is responsible for coordination and planning the Regional Recovery Conference. This position will work closely with staff at all levels.
This position will be knowledgeable about and actively support 1) culturally competent, recovery-based practices, 2) person-centered planning as a shared decision-making process with the individual, who defines his or her own life goals and is assisted in developing a unique path toward those goals, 3) a trauma informed culture of safety to aid consumers in their recovery process.
This position has no direct supervisory responsibility.
ESSENTIAL FUNCTIONS: (Other duties may be assigned)
1. Assists individuals in accessing the available mental health and substance use disorder services/providers.
2. Receives incoming telephone calls and provides customer services.
3. Completes all NorthCare reports, time sheets, and other documentation as requested.
4. Coordinates the Regional Customer Service Committee and activities.
5. Coordinates Regional Satisfaction Surveys on an annual basis.
6. Serves as the Substance Use Disorder Recipient Rights Consultant for the Region.
7. Responsible for system navigation for Grievances and Appeals.
8. Facilitates internal and external communications for distribution.
9. Protect and promote recipient rights and comply with reporting requirements established by the Mental Health Code and applicable policies and procedures.
10. Provide technical assistance related to Customer Service and Due Process standards to the region.
11. Develop and provide training to regional stakeholders on Customer Service-related topics.
12. Performs related duties as assigned.
13. Adhere to all policies, procedures and/or legal commitments to stakeholders as required by NorthCare Network, contractual arrangements, and regulatory requirements.
14. Must adhere to NorthCare Network’s Code of Conduct and Compliance Plan requirements.
OTHER FUNCTIONS:
1. Update and publish the Customer Services Handbook for NorthCare
2. Chair the Customer Services Regional Committee
3. Coordination of the Recovery Conference
4. Coordinates training events sponsored by NorthCare
5. Other duties may be assigned.
EMPLOYMENT QUALIFICATIONS:
Required Education and Experience
• High school diploma or GED equivalent.
• Two (2) or more years of experience working in a mental health setting (life experience considered in lieu of job experience).
• Must be at least 18 years of age and be able to pass a background check.
• A valid driver’s license.
Preferred Education and Experience
• A bachelor’s degree from an accredited college or university in Psychology, Social Work, Special Education, Counseling, or another mental health-related field.
• Meet the qualifications as specified in the Michigan Department of Health and Human Services (MDHHS) Prepaid Inpatient Health Plan (PIHP)/Community Mental Health Services Programs (CMHSP) Qualifications per Medicaid Services as a Qualified Mental Health Professional (QMHP) or Qualified Intellectual and Developmental Disability Professional (QIDP)
• One (1) year or more experience working in a behavioral health setting.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:
• Applicable computer applications
• Modern office procedures and methods
• Resources within and outside of the Upper Peninsula (Region 1)
• Michigan Mental Health Code and a basic understanding of its rules and regulations
• Risk assessment and techniques to de-escalate/interact in potentially dangerous situations.
• Working understanding on practices for adherence to Medical Services Administration (MSA) Medicaid policies and procedures
• Customer Service Standards as cited in the Michigan Department of Health and Human Services contract with NorthCare
• Ability to apply the Managed Care Final Rules related to Customer Services and Due Process Rights
Skilled in:
• Managing incoming and outgoing phone calls
• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with staff and the public.
• Providing customer service to stakeholders via phone, email, and in person
• Performing a variety of duties, often changing from one task to another of a different nature
• Organization and time management
The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. These include the following requirements.
• Lifts, bends, stoops, reaches, stands to access office files to place and retrieve documents.
• Sit for long periods of time typing, data entry, and answering phones.
• Vision ability to see for documentation, filing, data entry, and typing.
• Require prompt and regular attendance.
• Reports to work when scheduled in a condition to perform duties.
• Not to sleep while at work
• Maintain composure during stressful situations and to use good judgment in crisis and/or stressful situations.
• Ability to move from location to location depending on agency needs.
• Wear protective devices as needed including devices to help with carpal tunnel.
• Flexibility in hours of work and work locations.
THE WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. These include, but are not limited to the following requirements.
• The noise level in the work environment is usually moderate.
• This position may require personal recipient contact and exposure to bloodborne pathogens.
• Works in office conditions and travels throughout the area to attend meetings, access other programs and activities as needed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The statements above are intended to describe the general nature and level of work being performed by personnel assigned to this. They are not to be construed as an extensive list of all job duties performed by personnel so classified. Job related functions may be performed with or without accommodations.