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800.241.4949 Crisis Info

DETROIT WAYNE MENTAL HEALTH AUTHORITY

Customer Service

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Welcome! 

Michele VasconcellosThe 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, Persons Newsletter and DWMHA’s brochures).

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

What We Provide...

  • Appeals Services
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    A local appeal is your right to request review of your MCPN’s (Managers of Comprehensive Provider Network) or service provider’s decision or action to reduce, terminate, suspend or deny services. Your MCPN or 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. Medicaid enrollees and MI Health Link enrollees have sixty (60) calendar days to request a local appeal. Underinsured and uninsured enrollees have thirty (30) calendar days to request a local dispute resolution. In every case, DWMHA customer service appeal staff have thirty (30) calendar days to provide a resolution.

    A local appeal or a local dispute resolution request must be filed first with DWMHA before seeking a second decision from a higher authority. For Medicaid and MI Health Link members seeking a second decision on a Medicaid covered service, a State Fair Hearing must be filed within one hundred and twenty days (120) calendar days from the date on the notice of adverse benefit determination. For uninsured or underinsured enrollees, there is a ten (10) calendar day timeframe in which an alternative dispute resolution can be requested.

    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
    • State Fair Hearing
    • Local Dispute Resolution
    • Alternative Dispute Resolution

    Have a question about any enrollee/member appeals, please give us a call at (313) 344-9099 and ask for the Appeals Coordinator: Pam Oehmke at ext. 3207 or the Appeals Specialist: Dorian Johnson at ext. 3345.

  • Family Support Subsidy Program
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    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 for Tia Davis or Dayna Phillips at ext. 3214 between the hours of 8:30a – 5:00p Monday through Friday.

  • Grievance Assistance
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    A grievance is a due process right which allows for an expression of dissatisfaction about any aspect of care or service provided to you by DWMHA, our MCPNs and Service Providers with whom we have direct or indirect contracts. You have the right to say you are unhappy with the services and supports you are receiving, the staff providing the services and or the manner services are being rendered. You can file a grievance orally or in writing at any time. If you need help in filing a grievance, our Customer Service Grievance staff is available to help you. Some examples of grievances are:
    • Wait time to get an appointment with or to be seen by your doctor, therapist or case manager;
    • Quality of the care you received
    • Not being treated in a welcoming manner
    • Poor customer service

    We take all member complaints seriously and are committed to responding to them in an appropriate and timely manner. You will receive an acknowledgement letter within three (3) to five (5) calendar days of receipt of your grievance. Grievances are investigated and will be resolved within 30 to 90 calendar days. However, you can request an expedited resolution and you have the right to have your grievance resolved as quickly as possible should your condition warrant immediate attention.  DWMHA will assist you with these determinations.

    Should you wish to have someone else to file a grievance on your behalf, you may do so.  However, written authorization is required to have a representative to speak on your behalf.  Therefore, should a grievance be submitted by a representative without written authorization, it will not be processed until receipt of proper documentation.  

    Assistance is available in the filing process by contacting:

    DWMHA Customer Service
    707 Milwaukee St.
    Detroit, MI 48202
    Toll Free: (888) 490-9698
     
    You will be given detailed information about grievances and other due process rights when you initially start services and annually or upon request. You may also ask for this information at any time by contacting the DWMHA Customer Service office.
     

    We Are Here For You

    Our Customer Service Representatives 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 OR
    send an email to: pihpcustomerservice@dwmha.com
     

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    Member Rights and Responsibilities

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    Member Resources

     Member Handbook  Provider Directory 

    Brochures, Newsletters & Posters

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