Description
BHN is seeking a strategic and visionary leader to serve as our Senior Director of Access, overseeing intake operations and improving access to care across our system.
What You'll Do:
As the Senior Director of Access, you will lead centralized intake and access functions for BHN, including 24/7 call center services, front desk operations, medical records, and medical support workflows. You will ensure a seamless and responsive experience for those seeking services and drive improvements in access, efficiency, and client satisfaction.
What We Offer:
• Leadership Role with Impact: Influence how thousands of individuals access care across the region
• Collaborative Culture: Work with mission-driven peers and leaders across departments
• Professional Growth: Opportunities for strategic project work and executive leadership development
• Top-Tier Benefits: Health insurance, generous PTO, retirement plan, and tuition reimbursement
• Inclusive Environment: BHN values cultural responsiveness, equity, and trauma-informed practices
Key Responsibilities:
• Lead BHN's 24/7 centralized access operations including call center triage, appointment scheduling, and referral coordination
• Oversee BHN's phone tree functionality to ensure efficient and person-centered call routing
• Monitor and act on key metrics such as call volume, abandonment rates, wait times, and engagement outcomes
• Supervise front desk teams at multiple locations, standardizing procedures and ensuring trauma-informed service
• Oversee medical records and ensure documentation practices are compliant with HIPAA, 42 CFR Part 2, and other regulations
• Supervise medical support staff to ensure timely medication coordination and prescriber support
• Provide leadership to Practice Managers across BHN's outpatient and integrated care sites
• Develop policies, workflows, and quality assurance protocols for continuous improvement
• Collaborate with Billing, IT, Clinical, and Quality departments to drive cross-functional solutions
Who You Are:
• Bachelor's Degree in a related field (required)
• At least 7 years of experience in intake, call center, or healthcare access operations (required)
• 3+ years of leadership or supervisory experience (required)
• Experience in behavioral health or integrated health services (preferred)
• Strong understanding of HIPAA, 42 CFR Part 2, and healthcare compliance standards
• Excellent interpersonal, analytical, and organizational skills
• Skilled in technology, data reporting, and electronic health records
• Able to lead teams through change while driving measurable outcomes
How to Apply:
If you're ready to shape the future of behavioral health access in Western Massachusetts, we want to hear from you. Click 'Apply for Job' below or visit www.bhnworks.org to apply.
