Customer Service Representative and Recipient Rights Liaison

Customer Service Representative And Recipient Rights Liaison

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.

The pay range for this position is $44,000 - $51,750 and is based on non-discriminatory factors such as skills and experience. 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.

• 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

Essential functions include providing access to general information regarding CNS Healthcare, community mental health, and the services provided. Support and collaboration between persons served, staff, and community members. Monitoring, assisting, and resolving any customer service concerns, grievances, and any level of due process. Receiving, documenting, investigating, replying, formulating a solution, and resolving or escalating any customer service complaint.

In addition, providing education and written materials regarding Recipient Rights, documents, reports, and coordinates with the Office of Recipient Rights, ensuring that all Recipient Rights booklets and / or materials and required visual information is accessible in the lobbies, and gathering materials needed for the appropriate countys New Member / Intake packets.

Creating and administering surveys for data gathering related to customer service and other related areas, monitoring customer service and grievance logs, and collaborating with the Total Quality Management (TQM) department to implement changes in standards of service.

Participating in community events, conferences, professional organizations, and educational programs to maintain up to date knowledge as assigned, ensuring compliance with Limited English Proficiency Policy, and acting as a contact person for staff and persons served regarding interpreters, translated materials, and assistance with obtaining assistive technology.

Providing forms and general information regarding CNS Healthcare services, local resources, and Advance Directives to staff and persons served, creating, monitoring, and analyzing regular reports based on documented information from the Customer Service team and Strategic Plan for necessary committee, department, or contractual requirements.

Monitoring, documenting, and responding to cards from Suggestion / Praises box, participating in accreditation reviews, initiatives, agency focus groups, work groups, and committees as assigned, supporting the development of agency staff and community partners by providing training (including Recipient Rights) as assigned.

Utilizing motivational interviewing strategies and a trauma-informed approach to engage with and provide service to individuals, completing all required documentation completely, accurately, and in accordance with CNS policy, meeting direct service productivity and documentation standards per agency and program expectations.

Maintaining 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, ensuring that the CNS Healthcare standards of service are applied to interactions with individuals served, guests, and staff.

Assuming responsibility for professional growth by current reading and attendance at educational programs and conferences, maintaining 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.

Performing other related duties as assigned.

Required qualifications include 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.

Preferred qualifications include 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.

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.