Dispatch Manager

Detroit Wayne Mental Health Authority • Detroit, MI

3d

About The Position

Under the general supervision of the Director of Crisis Services, the Dispatch Manager is responsible for oversight of the Dispatch Coordinators.

Requirements

• Knowledge of DWIHN policies, procedures, and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of behavioral health and mental health principles and practices.
• Knowledge of the Michigan Medicaid Provider Manual.
• Knowledge of MWHIN.
• Knowledge of medical and insurance terminology.
• Knowledge of compliance standards.
• Knowledge of Call Center Operations.
• Knowledge of Customer Service practices and principals.
• Knowledge of Quality standards
• Supervisory skills
• Management skills
• Leadership skills
• Computer skills
• Time management skills
• Organizational skills
• Critical thinking skills
• Decision Making skills
• Customer Service skills
• Language skills
• Listening skills
• Relationship building skills
• Teamwork skills
• Training skills
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability.
• A Bachelor’s Degree from a recognized college or university in the Human Services, the Social Services, Nursing, Public Health, Public Administration, Healthcare Administration, Health Management, Business Administration, or a related field.
• Five (5) years of post-degree professional experience in behavioral healthcare or community mental health.
• Experience must include management, administrative or supervisory duties and responsibilities or experience working as an employee of DWIHN in a professional classification.
• A valid State of Michigan Driver’s License with a safe and acceptable driving record.
• DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process.

Responsibilities

• Coordinates staffing and scheduling.
• Monitors dashboards and performance of staff.
• Develops and approves policies and procedures for the dispatch unit.
• Prepares monthly and quarterly reports.
• Provides training for Dispatch Coordinators.
• Answers incoming telephone calls.
• Receives information from community hospital staff to enter into DWIHN’s Electronic Health Record (EHR), the MHWIN system and relays information to the PAR Screeners.
• Utilizes the MHWIN dispatch system to deploy Dispatch Coordinators.
• Utilizes the DWIHN phone system.
• Maintains relationships with hospital staff.
• Completes data entry for enrollments.
• Generates member IDs for new individuals entering the DWIHN system.
• Verifies Medicaid in CHAMPS system.
• Participates in agency and system staff meetings.
• Analyzes DWIHN Dispatch Center trends and patterns.
• Participates with Customer Service Quality Improvement Activities.
• Conducts three-way warm transfer calls.
• Manages client care through the MH-WIN system.
• Tracks and monitors cost factors relative to service utilization, treatment activities, and other access and placement criteria.
• Enters data and reports into written formats and electronic databases.
• Conducts client satisfaction surveys.
• Performs related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager