Full-Time Customer Service Member Experience Coordinator

• Assists with the development and implementation of behavioral health evaluative tools that address satisfaction levels within the DWIHN system.
• Assists with the facilitation of internal and external surveys working with providers and inter-departmental/multi-discipline teams.
• Coordinates satisfaction data collection to measure quality of care.
• Coordinates the analysis of data and prepares summative reports.
• Collaborates on outreach initiatives that assist in obtaining customer feedback.
• Participates on committees that address quality improvements.
• Maintains data information and collection which identifies trends, and potential improvement planning, and recommendations toward quality of services, treatment and equitable access.
• Maintains mandated reports for Customer Service/Member Engagement standards for HSAG, MDHHS, NCQA and other regulatory entities.
• Collaborates on member and stakeholder communication efforts, i.e. newsletters, member brochures etc.
• Assists in the promotion of advocacy through programming and awareness. i.e. WAM, NAMI, DD Month, MI Month, other events, programs, and conferences.
• Promotes member portal and member technology applications. i.e. text messaging, app service, DWIHN, mystrength® and other technological advancements that assist with engaging members and their experience with services.
• Participates with the organizing of Customer Service’s participation in DWIHN community-related events i.e. health fairs, focus groups, town hall meetings etc.
• Assists with the coordination of language interpretation requests.
• Participates with the coordination of the Constituent’s Voice Advisory Council activity and recommendations.
• Collaborates on the preparation and submission of Member Engagement related to activity reports.
• Performs related duties as assigned

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