Customer Service Representative and Recipient Rights Liaison

What we are looking for:

As a Certified Community Behavioral Health Clinic CNS Healthcares mission is to serve the people of our communities. The Customer Service Representative & Recipient Rights Liaison serves as an initial point of contact for internal staff and individuals served to field questions or concerns relating to standards of service and/or recipient rights. They serve as a liaison and help to coordinate with internal and external parties to provide information and to help facilitate resolving any type of customer concerns.

Compensation Range:

The pay range for this position is $44000 - $51750 and is based on non-discriminatory factors such as skills and experience.

Whats in it for you:

As a member of our team you will have an opportunity to make a meaningful impact on our community and the lives of the individuals that we serve. CNS Healthcare provides a robust total rewards program to support our team members and their loved ones.Weve shared some highlights below but you can visit the benefits guide posted on our careers page to learn more!

• Comprehensive medical insurance options
• Employer-paid benefits including dental vision life and short-term disability insurance
• Retirement program with generous company default contribution and match
• Generous PTO program starting at 23 days annually
• 16 paid holidays including 3 floating holidays
• Paid parental leave
• Student loan forgiveness eligibility including Public Service Loan Forgiveness (PSLF) HRSA and more

Interested in learning more about this role

Please see below for a summary of job responsibilities and qualifications!

Essential Functions:

• Provide access to general information regarding CNS Healthcare community mental health and the services provided.
• Provide support and collaboration between persons served staff and community members.
• Monitor assist and resolve any customer service concerns grievances and any level of due process.
• Receive document investigate reply formulate a solution and resolve or escalate any customer service complaint.
• Provide education and written materials regarding Recipient Rights.
• Documents reports and coordinates with the Office of Recipient Rights.
• Ensure that all Recipient Rights booklets and/or materials and required visual information is accessible in the lobbies.
• Gather materials needed for the appropriate countys New Member/Intake packets.
• Create and administer surveys for data gathering related to customer service and other related areas.
• Monitor customer service and grievance logs.
• Collaborate with the Total Quality Management (TQM) department to implement changes in standards of service.
• Participate in community events conferences professional organizations and educational programs to maintain up to date knowledge as assigned.
• Ensure compliance with Limited English Proficiency Policy.
• Act as a contact person for staff and persons served regarding interpreters translated materials and assistance with obtaining assistive technology such as braille and voiced materials.
• Provide forms and general information regarding CNS Healthcare services local resources and Advance Directives to staff and persons served.
• Create monitor and analyze regular reports based on documented information from the Customer Service team and Strategic Plan for necessary committee department or contractual requirements.
• Monitor document and respond to cards from Suggestion/Praises box.
• Participate in accreditation reviews initiatives agency focus groups work groups and committees as assigned.
• Support the development of agency staff and community partners by providing training (including Recipient Rights) as assigned.
• Utilize motivational interviewing strategies and a trauma-informed approach to engage with and provide service to individuals.
• Complete all required documentation completely accurately and in accordance with CNS
  policy.
• Meet direct service productivity and documentation standards per agency and program expectations.
• Maintain compliance with quality care initiatives including Meaningful Use (MU) Medicare Merit Based Incentive Payment System (MIPS) Commission on Accreditation of Rehabilitation Facilities (CARF) and Certified Community Behavioral Health Clinic (CCBHC) requirements.
• Ensure that the CNS Healthcare standards of service are applied to interactions with individuals served guests and staff.
• Assume responsibility for professional growth by current reading and attendance at educational programs and conferences.
• Maintain knowledge and compliance with established policies and procedures corporate compliance program code of ethics applicable federal state and local laws and regulations HIPAA standards and other regulatory programs.
• Perform other related duties as assigned.

Qualifications

• At least a Bachelors degree in Social Work Human Services or related fields.
• Specialized training (including fieldwork and/or internships associated with the academic curriculum where the student works directly with persons receiving mental health services as part of that experience)ORone year of experience in treating or working with a person who has a mental illness.
• Proficient with computers Electronic Health Record (EHR) systems and Microsoft office products including Word Outlook and Excel.
• Experience with the application of the Health Insurance Portability and Accountability Act (HIPAA) in health care organizations
• Ability to work closely with persons with mental or physical limitations.
• Ability to format documents and use proper grammar punctuation and spell check.
• Ability to work well as part of a multi-disciplinary team communicate effectively work collaboratively and build positive working relationships
• Ability to use discretion and judgment when handling matters of a sensitive or confidential nature.
• Advanced time management problem solving customer service interpersonal and conflict resolution skills.
• Ability to be forward thinking and take initiative to accomplish goals and objectives of the department.
• Ability to contribute to an inclusive environment that recognizes the value and contributions of all persons regardless of race ethnicity national origin gender religion age marital status sexual orientation gender identity or disability.

Preferred

• Prior experience in Customer Service Recipient Rights or related fields
• Have a thorough understanding of Limited English Proficiency and Customer Service Policy.
• Have a thorough understanding of Recipient Rights and Due Process.
• Prior experience in a community mental health setting.
• Proficiency Microsoft office products including SharePoint PowerPoint and Teams.

About CNS Healthcare:

CNS Healthcare (CNS) is a non-profit Certified Community Behavioral Health Clinic (CCBHC) with seven clinics and two clubhouses in Southeastern Michigan. CNS employs approximately 400 employees paraprofessionals and support staff delivering services to more than 7000 people annually.

• CNS provides comprehensive integrated health services in partnership with several community organizations and uses a patient-centered approach to identify support and promote the overall health of children adolescents adults and older adults.
• Visit our website to learn more about our mission vision and values!

Required Experience:

Unclear Seniority