As part of our total benefit package, Macomb County proudly offers medical, dental, and vision coverage, with no monthly premium to employees for single, two (2) person or family coverage. Health care, dental and vision benefits are effective the first day of employment.

To learn more about Macomb County benefits click here

CLASSIFICATION TITLE:

SALARY:

DEPARTMENT:

Opening Date:

Closing Date:

This position supports the MCCMH Customer Service Call Center. The regular schedule for this role is Monday through Thursday, 9:00 a.m. to 5:30 p.m., and Friday, 11:30 a.m. to 8:00 p.m. Evening work and holiday coverage (including Good Friday) are required. Following a four-week onsite training period, this position will transition to a fixed hybrid work schedule.

FLSA STATUS:   Non-exempt - Overtime pursuant to Collective Bargaining Agreement

EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period

CURRENT HOURS AND STARTING TIME: Full-time (37.5 hours per week) position. The start time for this position currently varies.

GENERAL SUMMARY

Under direction, provides telephone customer service and triage to individuals who call Macomb County Community Mental Health (MCCMH) for mental health, substance abuse and/or developmental disability services. Collects demographic information, verifies insurance, provides community resources and information related to MCCMH programs and services.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Gathers information to determine the appropriate course of action for the call.

Transfers calls to MCCMH Crisis Center, Managed Care Operations (MCO), and other related departments.

Provides information on walk in provider clinics.

Connects individuals to MCO for screening and access to services.

Completes triage screens per initial telephonic contact with individuals served.

Gathers and completes data entry of insurance information into electronic medical records (EMR).

Meets established telephonic standards and benchmarks.

Conducts outreach calls.

Provides resources and referrals to community agencies.

Operates an automobile to perform assigned job functions.

Performs other duties as assigned.

QUALIFICATIONS

Required Education and Experience

• Possession of a high school diploma or a certificate of successful completion of the General Educational Development (GED) test

• One (1) year of experience in a mental health setting

Preferred Education and Experience

• Associate’s degree from an accredited college or university in a human services field

• One (1) year of experience working in a hospital or behavioral health call center environment

Required Licenses or Certifications

• Possession of a valid Michigan driver’s license and operable, insured automobile for authorized travel

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Applicable computer applications including electronic medical record (EMR) systems

• Michigan Mental Health Code

• Insurance procedures and requirements

Skill in:

• Proficient in managing incoming and outgoing phone calls

• Using good professional judgment for the welfare and safety of our individuals served

• Excellent organizational skills with the ability to manage multiple priorities

• Excellent customer service

Ability to:

• Collaborative:  Approaches all situations with a teamwork and solution focused mindset demonstrated through active participation in meetings, volunteering to assist teammates and other departments as appropriate.  Examples include participation in internal and external committees, subcommittees, process improvement groups or other multi-organizational initiatives

• Accountable:  Takes ownership and empowers others to do the same as evidenced by identifying solutions and acting on job responsibilities and organizational objectives, daily

• Respectful:  Treats people with dignity while honoring individual differences demonstrated through use of positive and encouraging statements and/or interactions to, about and/or with colleagues and persons served; evidenced by supervisor observation, feedback from other department staff and leadership

• Engage effectively with diverse communities; interact with people in an inclusive manner that respects cultural and socio-economic differences

• Work in an environment which embraces the county’s Dignity Campaign

• Effectively speak, write, and understand the English

• Effectively speak, write, and understand a language other than English is preferred

• Understand and carry out oral and/or written instructions

• Accurately organize and maintain paper documents and electronic files

• Maintain the confidentiality of information

WORK ENVIRONMENT/CONDITIONS

The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job.

N/S=Never/Seldom   O=Occasionally   F/C= Frequently/Continuously

Work Environment

Office or similar indoor environment: F/C

Outdoor environment: N/S

Street environment (near moving traffic): N/S

Construction site: N/S

Confined space: N/S

Exposures

Individuals who are hostile or irate: O

Individuals with known violent backgrounds: O

Extreme cold (below 32 degrees): N/S

Extreme heat (above 100 degrees): N/S

Communicable diseases: N/S

Moving mechanical parts: N/S

Fumes or airborne particles: N/S

Toxic or caustic chemicals, substances, or waste: N/S

Loud noises (85+ decibels): N/S

Blood Borne Pathogens: N/S

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

N/S=Never/Seldom   O=Occasionally   F/C= Frequently/Continuously

Demand:

Balancing on even or uneven surfaces/ground: N/S

Bending (forward or backward bending at the waist): N/S

Climbing up or down stairs, ladders, scaffolding and platforms: N/S

Crawling (moving about on hands and knees): N/S

Inspecting in confined spaces: N/S

Digging:  N/S

Driving on sealed and unsealed roads: N/S

Grasping, gripping, holding, clasping with fingers or hands: O

Kneeling to work at low levels: N/S

Manual Dexterity (fine finger movements i.e., keyboard operating, writing): F/C

Lift/Carry/Move objects from one level/position to another:

Up to 10 pounds: N/S

Up to 50 pounds: N/S

More than 50 pounds: N/S

Over 100 pounds: N/S

Push/Pull objects away from or towards the body: O

Reaching overhead (arms raised above the shoulder) or forward reaching (arms extended): O

Sitting in a seated position during the task performance: F/C

Standing in an upright position without movement: O

Walking considerable distances in the facility on multiple surfaces: N/S

Running considerable distances in the facility on multiple surfaces: N/S

GENERAL REQUIREMENTS AND DISCLAIMERS

Complies with P.A. 390, as amended, known as the State’s Emergency Management Act and the County’s Emergency Management resolution as well as all related plans, policies and procedures covered by those statutes.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment amongst other possible accommodations. 

The American Federation of State, County and Municipal Employees (AFSCME) local 411 bargaining unit represents this position. Therefore, there may be contract language which could require consideration in the selection process.

GRANT OR EXTERNALLY FUNDED POSITION –This position will continue only if sufficient grant or external funds are provided.