Call Center Substance Use Disorder Technician

Company: Detroit Wayne Integrated Health Network
Location: Detroit
Posted on: April 1, 2025

Job Description:

Under the general supervision of the DWIHN Call Center Administrator and direct supervision of the Call Center Manager, the Substance Use Disorder (SUD) Technician is responsible for conducting initial eligibility screenings, electronic case reviews, providing authorizations, and care management services. PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Conducts eligibility screenings to determine appropriate levels of care, assists clients in selecting an appropriate SUD provider and makes the appropriate referral to the provider.
• Obtains relevant history and related information from the client and other pertinent sources to establish eligibility and appropriateness of services.
• Assesses client's immediate needs by evaluating relevant information, including signs and symptoms of intoxication, and withdrawal and determines severity of client's substance use disorder.
• Administers appropriate evidence-based screening and assessment instruments specific to each client to determine their strengths and needs.
• Interprets results of screening and assessments and integrates all available information to formulate a diagnostic impression and determine an appropriate course of action.
• Formulates and discusses diagnostic summary and recommendations with the client to initiate the process for an individualized treatment plan that will be completed by the provider, which incorporates client's strengths, needs, abilities, and preferences.
• Matches client needs with community resources to facilitate positive client outcomes.
• Communicates with community resources regarding the needs of the client.
• Provides information to the client regarding the structure, expectations, and purpose of the counseling and referral process.
• Provides continual evaluation of the client's safety, relapse potential, and the need for crisis intervention.
• Assesses behavioral health utilization of treatment services and completes treatment referrals to the provider network through the implementation of best practices in Community Mental Health.
• Facilitates equitable access to treatment services while fostering recovery through withdrawal management, Intensive outpatient, residential, recovery support, and case management services.
• Facilitates the promotion of wellness and the prevention of substance misuse.
• Facilitates and provides treatment support.
• Provides information on issues of identity, ethnic background, age, sexual orientation, and gender as it relates to substance use, prevention and recovery.
• Provides re-authorization of SUD/Mental Health/co-occurring services.
• Assists providers with additional client information to assure appropriate referral for treatment services.
• Establishes funding eligibility.
• Applies priority status criteria for placement.
• Participates in follow-up with clients who were admitted for treatment to assist them with a continuum of care.
• Manages client care through the MH-WIN system.
• Updates the reauthorizations database.
• Conducts SUD provider authorizations for SUD/COD services.
• Enters data and reports into written formats and electronic databases.
• Manages and coordinates waiting list(s) for those seeking SUD treatment by closely monitoring provider capacity.
• Conducts client satisfaction surveys.
• Provides community callers with information related to community resources and assists callers with information on how to access community services.
• Utilizes computer to perform clinical and administrative job functions.
• Performs related duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES (KSA's)
• 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 principles.
  • 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.
  • Knowledge of Microsoft Office and related new technology tools.
  • Time management skills
  • Organizational skills
  • Critical thinking and decision - making skills.
  • Customer Service skills
  • Active Listening skills
  • Ability to communicate written and orally.
  • Ability to work effectively with others.
  • Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population. Required Education:
    • 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. Required Experience:
      • Three (3) years of full-time paid experience working in a human service or social service field. EXPERIENCE MUST INCLUDE:
        • Experience providing authorizations for services, behavioral health and or SUD service intakes or screenings, access overrides relative to Level of Care assignments and utilization review. Required License(s):
          • Certification as a Certified Addiction Drug Counselor (CADC) or Certified Advanced Addiction Drug Counselor (CAADC) by the Michigan Certification for addiction Professional (MCBAP) or an authorized development plan. Working Conditions: Work is performed in an office or home setting, as assigned. NOTE: The DWIHN Call Center is a 24/7 operation. Employees in the Call Center may be required to work one of three shifts (Days, Afternoons, Midnights) and weekends.This description is not intended to be a complete statement of job content, rather to act as a general description of the essential functions performed. Management retains the discretion to add or change the position at any time. Please Note: 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. The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer

Keywords: Detroit Wayne Integrated Health Network, Detroit , Call Center Substance Use Disorder Technician, Professions , Detroit, Michigan