Customer Service Manager
About The Position
NorthCare Network is a Specialty Prepaid Inpatient Health Plan (PIHP) located in Marquette, Michigan and is responsible for the management and service array available to residents of Michigan’s Upper Peninsula with behavioral health needs covered by Michigan Medicaid and specialty grants for substance use disorder services. RESPONSIBILITIES INCLUDE: Under the supervision of the Quality Improvement/Utilization Management Director, this position is responsible for overseeing marketing activities and the Customer Service department for NorthCare Network in accordance with compliance with regulatory standards for Customer Service. The Customer Service Manager will serve as the Grievance and Appeals coordinator for the region, providing oversight and complying with reporting requirements. This position manages the grant, event planning, and required reporting of the annual Regional Recovery Conference. The Customer Service Manager is responsible for Regional Satisfaction Surveys, the Annual Performance Report, the Customer Service Handbook, and all Customer Service-related policies and procedures. This position will provide Customer Service training, collaboration, and expertise on behalf of NorthCare Network at both the staff and regional levels.
Requirements
- Bachelor’s Degree in Human Services field required.
- Meet the criteria to serve as a Qualified Mental Health Professional (QMHP), Qualified Intellectual and Developmental Disability Professional (QIDP), or Child Mental Health Professional (CMHP) preferred.
Nice To Haves
- Minimum 2 years of experience working in a mental health setting preferred.
- Experience creating marketing materials preferred.
- Customer service experience preferred.
Responsibilities
- Overseeing marketing activities and the Customer Service department for NorthCare Network in accordance with compliance with regulatory standards for Customer Service.
- Serve as the Grievance and Appeals coordinator for the region, providing oversight and complying with reporting requirements.
- Manages the grant, event planning, and required reporting of the annual Regional Recovery Conference.
- Responsible for Regional Satisfaction Surveys, the Annual Performance Report, the Customer Service Handbook, and all Customer Service-related policies and procedures.
- Provide Customer Service training, collaboration, and expertise on behalf of NorthCare Network at both the staff and regional levels.
Benefits
- Competitive Wage, plus full-time benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
