Customer Service Supervisor

Saginaw County Community Mental Health Authority•Saginaw, MI

About The Position

Under the general supervision of the Director of Environmental Services, Customer Service and Security, serves as the Customer Service Supervisor for Saginaw County Community Mental Health Authority (SCCMHA). This position supervises and coordinates customer service operations across multiple sites and is responsible for the administration of the persons served Grievance and Appeals process. Ensures persons served advocacy, service access, and continuous quality improvement, and participates in leadership and community collaboration efforts to support a responsive system of care. This position will be knowledgeable about and actively support culturally competent recovery-based practices; person centered planning as a shared decision-making process with the individual, who defines his/her life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid persons served in the recovery process.

Requirements

Bachelors’ degree in Social work, Psychology or closely related Human Services field.
Five (5) years progressively responsible mental health experience with a working knowledge of the State of Michigan Mental Health system being preferred.
Minimum two (2) years of supervisory management level experience, with a focus on Mental Health and community relations preferred.
Valid Michigan Driver’s license with a good driving record.
Considerable knowledge of state and federal legislation, Michigan DHHS rules and regulations and the Michigan Mental Health Code.
Considerable ability to establish and maintain effective working relationships with persons served and families, community mental health personnel, contracted agencies, and state and community representatives.
Excellent oral and written communication skills and sound computer skills.
Hearing acuity to converse in person and on telephone.
Visual acuity to read and proofread documents and use computer monitor.
Ability to walk, stand or sit for extended periods of time.
Manual dexterity to write and to operate standard office equipment (PC, Keyboard, Copy Machine, Fax Machine, etc.)
Ability to lift and carry files and supplies at least 20 pounds.
Strong interpersonal skills to interact with leadership, employees, persons served, and the general public.
Analytical skills necessary to conduct research, analyze, and interpret complex data and identify and solve problems by proposing courses of action.
Ability to plan short and long range and to manage and schedule time.
Ability to handle stress in meeting deadlines and dealing with large numbers of employees and or/persons served.

Nice To Haves

Bachelor of Social Work licensure by the State of Michigan is preferred.

Responsibilities

Ensures system compliance with due process including Grievance and Appeal process in accordance with 42 CFR, the Michigan Mental Health Code, and CCBHC standards.
Coordinates grievance and appeal activities, including collaboration with appropriately credentialed health care professionals for clinical review and determination when required.
Develops, implements, and evaluates training related to grievance and appeals processes and customer service functions, and makes recommendations to the Director; ensures integration of persons served advocacy to promote access, engagement, and resolution of concerns.
Supervises Customer Service Advocates, Customer Services Specialists, switchboard operations, and front desk functions across all applicable SCCMHA locations.
Oversees agency-wide mail operations, including inter-office mail, U.S. Mail, and parcel services.
Ensures all persons served facing SCCMHA publications are accessible and available in alternative formats and other languages in accordance with applicable standards.
Collaborates with the Director and Administrative Assistant to identify and develop persons served, leaders and promote the inclusion of persons served in organizational activities.
Coordinates with the Director and the Office of the CEO in the development, publication, and review of SCCMHA persons served-facing materials to ensure accuracy, accessibility, and compliance with organizational policy.
Coordinates transportation access for persons served through collaboration with Medicaid health plans, the SCCMHA Transportation Liaison Program, and community providers, including Saginaw Transit Authority Regional Services (STARS), and develops alternative transportation options to support service access.
Oversees taxicab voucher processes, including invoice review, data entry, and utilization monitoring; ensures accuracy and compliance, and submits invoices to the Director for approval.
Monitors and analyzes transportation data to identify trends, support service improvement, and develop required reports.
Coordinates SCCMHA participation in community outreach and education activities, including health fairs, to promote awareness of available services.
Serves as the liaison for the Mid-State Health Network (MSHN) Regional Consumer Advisory Council (CAC) in collaboration with the Administrative Assistant, and represents SCCMHA, in partnership with the Director, on the MSHN Customer Service Committee and statewide Customer Service workgroups.
Coordinates, in partnership with the Director, the development and publication of SCCMHA contact information across public-facing platforms to ensure information is accurate, accessible, and clearly communicates service and crisis access, including after-hours contact information.
Reviews, updates, and implementation of Customer Service Policies and Procedures annually.
Serve as a member of the Leadership Team, contributing to organizational strategy, fostering collaborative relationships, and promoting an integrated vision and mission.
Serves as a back-up to the Director, in coordination with the Security Coordinator, to support facility closure decisions in consultation with organizational leadership and to coordinate related communications, including employee notifications, website updates, and local media.
As a back up to the Director, represents SCCMHA with various local, regional, state, and national groups as appropriate to meet organizational goals and objectives.
Communicates the mission, vision, and core values of SCCMHA to staff while holding them accountable and implements these principles in all duties of this position.
Makes recommendations to Director in areas of advocacy, person centered planning, and customer service.
Performs other duties as assigned or approved by the Director