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CNS Healthcare · 1 month ago

Customer Service Representative and Recipient Rights Liaison

Southfield, Michigan, United States

Full-time

Onsite

Entry Level

$44K/yr - $52K/yr

1+ years exp

CNS Healthcare is a non-profit, Certified Community Behavioral Health Clinic dedicated to serving the community. The Customer Service Representative & Recipient Rights Liaison acts as a point of contact for staff and individuals, addressing questions and concerns related to service standards and recipient rights while facilitating resolutions for customer issues.

Health CareMental HealthNon ProfitTherapeutics

Responsibilities

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 county’s 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

Qualification

Bachelor’s degree in Social WorkHIPAAEHR systems proficiencyCustomer service experienceMicrosoft Office proficiencyInterpersonal skillsConflict resolution skillsTime management skillsProblem solving skillsTeam collaboration

Required

At least a Bachelor's 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) OR one 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