Call Center SUD Technician

Role Overview

• Conducting brief screenings, electronic case review and providing authorization and care management services.
• Providing behavioral health utilization management services for the treatment provider network through the implementation and facilitation of outpatient, withdrawal management, residential authorizations and case management processes.
• Determining appropriate levels of care for referral, assisting clients in selecting an appropriate SUD provider.
• Initiating referrals to selected provider.
• Conducting initial intakes.
• Discussing with the client the rationale, purpose, and procedures associated with the screening and assessment process to facilitate the client’s understanding and cooperation.
• Gathers and assesses information and summarizes data for the client.
• Assessing and determining the severity of client’s substance use disorder.
• Administering appropriate evidence‐based screening and assessment instruments specific to each client to determine their strengths and needs.
• Obtaining relevant history and related information from the client and other pertinent sources to establish eligibility and appropriateness of services.
• Interpreting results of screening and assessments and integrating all available information to formulate a diagnostic impression and determine an appropriate course of action.
• Developing a written summary of the results of the screening and assessment to document and support the diagnostic impressions and treatment recommendations.
• Formulating and discussing diagnostic assessment and recommendations with the client to initiate an individualized treatment plan that incorporates client’s strengths, needs, abilities, and preferences.
• Performing ongoing assessments in collaboration with the client and concerned others to review and modify the treatment plan to address treatment needs.
• Matching client needs with community resources to facilitate positive client outcomes.
• Discussing rationale for a referral with the client.
• Communicating with community resources regarding needs of the client.
• Providing information to the client regarding the structure, expectations, and purpose of the counseling and referral process.
• Providing continual evaluation of the client’s safety, relapse potential, and the need for crisis intervention.
• Providing information on issues of identity, ethnic background, age, sexual orientation, and gender as it relates to substance use, prevention and recovery.
• Providing re-authorization of SUD/Mental Health/co-occurring services.
• Conducting three-way warm transfer calls.
• Assisting providers with additional client information to assure appropriate referral for treatment services.
• Evaluating clinical appropriateness for SUD consumers.
• Establishing funding eligibility.
• Applying priority status criteria for placement.
• Responsible for follow-up with clients who were admitted for treatment and assisting them with a continuum of care.
• Monitoring client’s compliance with services and assists with aftercare/recovery plan services.
• Reviewing requests for authorizing/reauthorizing medically appropriate services and length of stay.
• Managing client care through the MH-WIN system.
• Updating the reauthorizations database.
• Tracking and monitoring cost factors relative to service utilization, treatment activities, and other access and placement criteria.
• Conducting utilization reviews of SUD/COD client cases daily.
• Conducting SUD provider authorizations and reauthorizations for SUD/COD services.
• Entering data and reports into written formats and electronic databases.
• Monitoring provider services for adherence to priority Federal, State and Medicaid admission requirements.
• Managing and coordinating waiting list(s) for those seeking SUD treatment by closely monitoring of provider capacity.
• Conducting SUD follow-up surveys and discharge summary reports for clients receiving intensive SUD services.
• Conducting client satisfaction surveys.
• Providing community callers with information related to community resources and assists callers with information on how to access community services.
• Utilizing computer to perform clinical and administrative job functions.
• Performing related duties as assigned.

Requirements

• A Bachelor’s Degree from a recognized college or university in a Human Service, Social Service, Public Health, Public Administration, Healthcare Administration, Health Management or a related field.
• Three (3) years of full-time paid experience working in a human service or social service field. Experience must have also included: providing access authorization, access overrides, and utilization review.
• Certification as a Certified Addiction Drug Counselor (CADC) or Certified Advanced Addiction Drug Counselor (CAADC) by the Michigan Certification for addiction Professional (MCBAP). NOTE: Applicants with an approved development plan by MCBAP will be accepted.

Benefits

• Knowledge of DWIHN policies, procedures and operations.
• Knowledge of the DWIHN provider network.
• Knowledge of medical and behavioral health practices and terminology.
• Knowledge of Customer Service practices and principals.
• Knowledge of co-occurring and substance use treatment services.
• Knowledge of the American Society of Addiction Medicine Patient Placement Criteria (ASAM) and the Federal Confidentiality Regulations, 42 CFR, Part 2.
• Knowledge of SUD Policies and Procedures.
• Knowledge of various treatment modalities including Opiate Maintenance Treatment (OMT) (and re-authorization of Medication Assisted Treatment (MAT) criteria), case management, chemically-dependent pregnant women, co-occurring individuals, SMI/SED and I/DD populations.
• Knowledge of Substance Abuse Administrative Rules requirements.
• Knowledge of SUD CPT codes.
• Knowledge of women specialty services requirements.
• Knowledge of priority population admittance.
• Knowledge of State Disability Assistance (SDA).
• Knowledge of Intravenous Drug User (IDU) management.
• Computer skills.
• Time management skills.
• Organizational skills.
• Critical thinking skills.
• Decision Making skills.
• Customer Service skills.
• Language skills.
• Listening skills.
• Teamwork 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.