Customer Service Representative and Recipient Rights Liaison

What we are looking for:

As a Certified Community Behavioral Health Clinic, CNS Healthcare's 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 $44,000 - $51,750 and is based on non-discriminatory factors such as skills and experience.

What’s 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. We’ve 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 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.

Qualifications

• 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) 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 7,000 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!