800.241.4949 Crisis Info

DETROIT WAYNE MENTAL HEALTH AUTHORITY

Customer Service

WELCOME TO CUSTOMER SERVICE

Michele V.jpeg.jpgThe Customer Service Unit is led by Michele A. Vasconcellos, MSA.  She has been the Director of this Unit since November of 2004. She joined Mental Health after 27 years of employment in the field of Managed Care. 

Michele’s diverse education and experience has been instrumental in her ability to direct, analyze, design and evaluate health service related departments and programs. Over the years she has been administratively responsible for areas such as Customer Service, Public and Community Relations, Provider/Physician Education, Member and Community Education, Corporate Training and Development; Medical Services; Member and Physician/Provider Services; Utilization Review; Emergency Triage Services and Government Compliance.

She has served on numerous highly visible Authority and community venues.  Since joining the Authority, Michele has worked tirelessly at addressing the necessary changes and enhancements needed for the Customer Service Unit’s ability to “Exceed its Customer’s Expectations.

About Customer Service......

DWMHA’s Customer Service Unit is administratively responsible for the oversight and monitoring of the Customer Service mandated functions at the Authority, MCPNs and Contracted Service Providers.

Customer Service is charged with insuring that members have choice opportunities, access to services and, are oriented to available benefits and services. We are committed to providing our members and providers with the most accurate and informed benefit, eligibility and claims information in the most effective and efficient manner. 

Customer Service is responsible for prompt assistance in addressing customer complaints and concerns.  We value our members’ needs and concerns first and is committed to resolving inquiries promptly. We provide efficient oversight, monitoring and reporting of customer complaints, grievances, and appeals.  We value our members’ questions and concerns.  Customer satisfaction is key in our efforts to improve quality of care and in “Exceeding Our Customers’ Expectations”.

Staff oversee the Family Subsidy program and the development of Members’ educational materials (i.e. Member Handbook, Provider Directory, Consumer Newsletter and DWMHA’s brochures).

The Customer Service Unit collaboratively participates with training, educational and outreach events that benefit Members, Providers and the Community.

Customer Service will be happy to assist you!    Our goal is to provide you with an exceptional “Customer Experience” by providing excellent customer service. Just call 1.888.490.9698.

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Member Newsletter

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Components of Programs & Services

Appeals Services

A local appeal is your right to request review of your service provider’s decision or action to reduce, terminate, suspend or deny services. Your service provider is required to inform you when a decision is made to change or deny services you receive or request. If you do not agree with the decision you may request a local appeal from DWMHA.  An appeal may be initiated as either an oral or written request.

Your satisfaction is very important to us.  We are here to help you with any problems or questions you might have regarding your behavioral health care services. Just give us a call, we can assist you with:

  • Appeals
  • Medicaid Fair Hearing
  • Local Dispute Resolution
  • Alternative Dispute Resolution
Have a question about any enrollee/member appeal, please give us a call (313.344.9099) and ask for the Appeals Coordinator: Pam Oehmke (ext 3207) or the Appeals Specialist: Dorian Reed (ext 3345)!
 
Family Support Subsidy Program

The Family Support Subsidy Program (FSSP) is a Michigan program to help families who care for their children with severe disabilities at home.  The program can assist with paying for special expenses the family may incur while caring for their child.  The financial support may help prevent or delay placements outside the home.  Supporting families of children with severe disabilities with this program allow families to stay together and gives families flexibility in purchasing special services. 

Families may be eligible for this program if they have a child under age 18 who has been recommended by a local or intermediate school district’s multidisciplinary evaluation team with an eligibility category of:

  • Cognitive impairment (CI)
  • Severe multiple impairment (SXI)
  • Autism spectrum disorder (ASD)

Families in Wayne County may get and turn in applications for the subsidy program at the Detroit Wayne Mental Health Authority by calling 313-344-9099 ext. 3212 (Tia Davis) or ext. 3214 (Dayna Phillips) between the hours of 8:30a – 5:00p Monday through Friday.