Call Center Technician

Under the supervision of the DWIHN Call Center Director, the Substance Use Disorder (SUD) Technician is responsible for conducting brief screenings, electronic case reviews, and providing authorization and care management services.

• Provide behavioral health utilization management services for the treatment provider network through implementation and facilitation of outpatient, withdrawal management, residential authorizations and case management processes.
• Determine appropriate levels of care for referral, assisting clients in selecting an appropriate SUD provider.
• Initiate referrals to selected provider.
• Conduct initial intakes.
• Discuss with the client the rationale, purpose, and procedures associated with the screening and assessment process to facilitate the client’s understanding and cooperation.
• Gather and assess information and summarize data for the client.
• Assess and determine the severity of client’s substance use disorder.
• Match client needs with community resources to facilitate positive client outcomes.
• Provide continual evaluation of the client’s safety, relapse potential, and the need for crisis intervention.
• Monitor client’s compliance with services and assist with aftercare/recovery plan services.

• 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 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). Applicants with an approved development plan by MCBAP will be accepted.
• 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 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.

• Certified Addiction Drug Counselor (CADC)
• Certified Advanced Addiction Drug Counselor (CAADC)