Customer Service Manager at NorthCare Network

Marquette, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

19 May, 26

Salary

77459.2

Posted On

18 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Marketing, Grievance Coordination, Appeals Coordination, Reporting, Event Planning, Survey Management, Policy Development, Training, Collaboration, Utilization Management, Quality Improvement

Industry

Mental Health Care

Description

Description STATUS/HOURS: Competitive Wage, plus full-time benefits. Regular full-time/80 hours biweekly SALARY RANGE: $57,387.20 to $77,459.20. Starting salary will be determined based on education, certifications, and experience. LOCATION: Marquette, Michigan - Many positions offer a hybrid work schedule with supervisor approval. ABOUT US: NorthCare Network is a Specialty Prepaid Inpatient Health Plan (PIHP) located in Marquette, Michigan and is responsible for the management and service array available to residents of Michigan’s Upper Peninsula with behavioral health needs covered by Michigan Medicaid and specialty grants for substance use disorder services. RESPONSIBILITIES INCLUDE: Under the supervision of the Quality Improvement/Utilization Management Director, this position is responsible for overseeing marketing activities and the Customer Service department for NorthCare Network in accordance with compliance with regulatory standards for Customer Service. The Customer Service Manager will serve as the Grievance and Appeals coordinator for the region, providing oversight and complying with reporting requirements. This position manages the grant, event planning, and required reporting of the annual Regional Recovery Conference. The Customer Service Manager is responsible for Regional Satisfaction Surveys, the Annual Performance Report, the Customer Service Handbook, and all Customer Service-related policies and procedures. This position will provide Customer Service training, collaboration, and expertise on behalf of NorthCare Network at both the staff and regional levels. NOTICE TO APPLICANTS: Any offer of employment is contingent on a criminal background check, primary source verifications, exclusion, and reference checks. An Equal Opportunity Employer. Requirements QUALIFICATIONS: Bachelor’s Degree in Human Services field required. Minimum 2 years of experience working in a mental health setting preferred. Experience creating marketing materials preferred. Customer service experience preferred. Meet the criteria to serve as a Qualified Mental Health Professional (QMHP), Qualified Intellectual and Developmental Disability Professional (QIDP), or Child Mental Health Professional (CMHP) preferred.

Responsibilities

This position oversees marketing activities and the Customer Service department, ensuring compliance with regulatory standards, and serves as the Grievance and Appeals coordinator for the region. Responsibilities also include managing the Regional Recovery Conference, overseeing satisfaction surveys, the Annual Performance Report, and developing customer service policies and training.