Customer Service

Customer Services at Riverwood Center is focused on consumer satisfaction and the resolution and prevention of problems.  Customer Service serves all consumers receiving services directly from Berrien Mental Health Authority through Riverwood Center or through one of its contracted agencies.

Customer Service will help you address any concerns trying to access services as well as certain concerns that are not under the jurisdiction of the Office of Recipient Rights.  Customer Service staff also provide consumers with basic information relating to grievance and appeal processes, including what options exist to resolve service delivery disputes.  For assistance please contact:

Customer Service Representative
Melissa Ludwig
Riverwood Center
 1485 M-139, P.O. Box 547
 Benton Harbor, MI 49023. 
269-934-3478 or 866-729-8716

Due Process Officer (Appeals)
Wendy Fox
Riverwood Center
 1485 M-139, P.O. Box 547
 Benton Harbor, MI 49023. 
269-934-1658 or 800-336-0341

Grievances
You have the right to say that you are unhappy with your services or supports, or the staff who provide them by filing a “grievance.”  You can file a grievance any time by calling, visiting, or writing to the Customer Service Representative.   This person will help you with your complaint and try to solve the problem as soon as possible.  You will be given detailed information about grievance and appeal processes when you first start services and then again annually.  You may ask for this information at any time by contacting the Customer Service Representative.

Appeals
You will be given notice when a decision is made that denies your request for services or reduces, suspends or terminates the services you already receive.  You have the right to file an “appeal” when you do not agree with such a decision.  You may ask for assistance from the Due Process Officer.

You can file a Local Appeal if:
• Riverwood does not provide authorized services within 14 (calendar) days of the agreed upon start date;
• Riverwood does not make an authorization or service decision and provide notice of the decision to you in 14 (calendar) days, or 3 working days of an expedited appeal;
• Riverwood does not give you an outcome of your grievance within 60 (calendar) days;
• Riverwood will not pay for some or all of your authorized services.
• There was an ending, a reduction suspension or a denial of your service that was previously authorized.

You can file a Medicaid Fair Hearing (ONLY if you have Medicaid Insurance) if:
• You have Medicaid and any of the items under Local Appeal apply;
• The form titled “Request for Hearing” needs to be completed and sent in the envelope provided. 

 You can get the form and envelope from the Customer Service Representative.

Appealing a Denial of Service or Hospitalization
You can ask for a Second Opinion if you apply for services and you are denied.  You have 30 days to do this.  You will get a Second Opinion from the agency at no cost to you within 5 working days.  Contact the Customer Service Representative for assistance in this process.
You can also get a Second Opinion if you ask to go into a psychiatric hospital or center for persons with developmental disabilities and are denied.  You will get a Second Opinion within 3 working days after the request.  Contact the Customer Service Representative for assistance in this process.