Customer Service Engagement Manager

Under the supervision of the Director of Customer Services, the Customer Service Engagement Manager is responsible for managing the engagement of DWIHN members and the community at large in promoting goals and objectives that promote peer support, advocacy, recovery and community inclusion. This position works collaboratively in the Customer Services Department to assist in ensuring member rights and responsibilities are carried out in accordance with local, state and federal regulations, BBA, Mental Health Code mandates and the MDDHS contract.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Directs the management, support and monitoring of DWIHN's Member Engagement program.
• Ensures that the Member engagement activities and programs are consistent with the principles of recovery, person-centeredness, and cultural competence.
• Directs the management, support, monitoring reporting and evaluation of Member experience. Provides the strategic direction and procedures for the DWIHN's Member Engagement Council, (Constituent's Voice).
• Oversees the development and implementation of on-going member educational forums on DWIHN services. i.e Grievances and Appeals, Recipient Rights, Crisis intervention etc. Provides guidance in establishing and maintaining sound working relationships and cooperative arrangements with advocacy groups and other community partners.
• Provides guidance and facilitates collaboration across constituencies, community leaders, grantees and funding sources.
• Provides direction and support for community efforts and events that promote community benefit, opportunities for inclusion, self-determination, recovery, self-advocacy and resiliency.
• Fosters a climate of collaboration and innovation to improve upon community integration and wellness outcomes among individuals who receive services.
• Collaborates on community outreach activities.
• Collaborates on Customer Service Quality improvement initiatives.
• Participates on applicable DWIHN committees.
• Provides monthly, quarterly, and annual reports on Member Engagement and Experience activities.
• Collaborates on the updating of member related materials.
• Provides accuracy in record keeping systems and project management.
• Promotes Peer Support, advocacy, facilitation and consensus-building.
• Maintains the Member Engagement budget and financial processing protocols.
• Supervises subordinate staff.
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA'S)

• Knowledge of DWIHN policies, procedures and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of MDHHS policies, rules, regulations and procedures.
• Knowledge of Federal policies, rules, regulations and procedures as it relates to DWIHN.
• Knowledge of Medicaid, local, regional and national codes, laws and regulations.
• Knowledge of medical and behavioral health practices and terminology.
• Knowledge of compliance standards.
• Knowledge of documents / regulations that govern the provision of mental health services, e.g., Medicaid Manual Mental Health and Substance Abuse Chapter III, State Plan for Medicaid, Michigan Department of Health and Human Services Quality Plan, BBA requirements and the Mental Health Code.
• Knowledge of medical benefit plans.
• Knowledge of medical terminology.
• Knowledge of Community Mental Health Services Programs (CMHSP) and Prepaid Inpatient Health Plans (PIHP).
• Knowledge of Customer Services practices and principles.
• Knowledge of Member Engagement in a Customer Service and Mental Health setting.

• Supervisory skills.
• Management skills.
• Training skills.
• People management skills.
• Project management skills.
• Strategic thinking skills.
• Assessment skills.
• Evaluation skills.
• Organizational skills.
• Planning skills.
• Accuracy skills.
• Presentation skills.
• Interpersonal skills.
• Customer Service skills.
• Communication skills.
• Collaboration skills.
• Active Listening skills.
• Implementation skills.
• Training skills.
• Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
• 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.

REQUIRED EDUCATION:

A Bachelor's Degree from a recognized college or university in a Human Service, Social Service, Public Health, Public Administration, Healthcare Administration, Health Management, Business Administration, or a related field.

REQUIRED EXPERIENCE:

Five (5) years of professional experience in a behavioral healthcare or mental health setting.

AND

Two (2) years of professional experience as a supervisor/manager/executive in a behavioral healthcare or mental health setting.

AND

Two (2) years of professional experience facilitating group processes in a behavioral healthcare or mental health setting.

REQUIRED LICENSE(S).

A valid State of Michigan Driver's License with a safe and acceptable driving record.

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. Currently this position is primarily a remote position.

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