Customer Service Member Experience Coordinator

Customer Service Member Experience Coordinator

Under the supervision of the Customer Service Engagement Manager, the Customer Service Member Experience Coordinator is responsible for supporting Detroit Wayne Integrated Health Network's strategic plans for optimizing customer satisfaction.

Principal duties and responsibilities include:

• Assisting with the development and implementation of behavioral health evaluative tools that address satisfaction levels within the DWIHN system.
• Assisting with the facilitation of internal and external surveys working with providers and inter-departmental/multi-discipline teams.
• Coordinating satisfaction data collection to measure quality of care.
• Coordinating the analysis of data and preparing summative reports.
• Collaborating on outreach initiatives that assist in obtaining customer feedback.
• Participating on committees that address quality improvements.
• Maintaining data information and collection which identifies trends, and potential improvement planning, and recommendations toward quality of services, treatment and equitable access.
• Maintaining mandated reports for Customer Service/Member Engagement standards for HSAG, MDHHS, NCQA and other regulatory entities.
• Collaborating on member and stakeholder communication efforts, i.e. newsletters, member brochures etc.
• Assisting in the promotion of advocacy through programming and awareness. i.e. WAM, NAMI, DD Month, MI Month, other events, programs, and conferences.
• Promoting member portal and member technology applications. i.e. text messaging, app service, DWIHN, mystrength and other technological advancements that assist with engaging members and their experience with services.
• Participating with the organizing of Customer Service's participation in DWIHN community-related events i.e. health fairs, focus groups, town hall meetings etc.
• Assisting with the coordination of language interpretation requests.
• Participating with the coordination of the Constituent's Voice Advisory Council activity and recommendations.
• Collaborating on the preparation and submission of Member Engagement related to activity reports.
• Performing related duties as assigned

Knowledge, skills and abilities (KSAs) include:

• 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.
• 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.
• Knowledge of creating reports.
• Knowledge of Qualtrics or, Qualtrics CX, Smart Sheet, Excel, PowerPoint and Jot Form.
• 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.
• 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 Social Work, Psychology, Public Health, Health Services, Business Administration, Public Administration or a related field.

Required experience:

At least (2) years of full-time paid professional experience in a Customer Service, Human Service, or Social Service setting.

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 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

Community Mental Health Partnership of Southeast Michigan