Customer Service

DWIHN’s Customer Service team is administratively responsible for the oversight and monitoring of the Customer Service mandated functions at DWIHN and Contracted Service Providers.

Customer Service is charged with ensuring 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 are 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 oversees the Family Subsidy program and the development of Members’ educational materials (i.e. Member Handbook, Provider Directory, Persons Newsletter, and DWIHN’s brochures).

The Customer Service team, through it's Member Engagement initiatives, collaboratively participate with training, educational and outreach events that benefit Members, Providers, and the Community.

What We Provide

Appeals Services

A local appeal is your right to request a 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 DWIHN.  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, DWIHN 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 DWIHN 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.

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

If you have questions about any enrollee/member appeals: please give us a call and ask for the Appeals Specialist: Brandi Marable at (313)-989-9503.

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. 

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

• Tia Davis @ (313) 833-2492
• Dayna Phillips @ (313) 833-2493

Grievance Assistance

• 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