Director of Client Services and Community Engagement

Description

The Opportunity: Director of Client Services and Community Engagement

Job Type: Full-time, On-Site

Pay: $75,000- $80,000/year

Who We Are || VOAMASS gives members of the community who need help the most the services, support, and self-esteem they need to create a fresh start. At VOAMASS, our dedicated teams are committed to serving the whole person. 

As Director of Client Services and Community Engagement, you’ll have a dynamic and critical role supporting the daily administrative and front-end operations of VOAMASS Behavioral Health Services clinics, as well as building community partnerships and increasing referrals to the clinics. This position provides direct supervision, coordination, training, and support to Outpatient Medical Receptionists and oversees office workflow to ensure consistent reception coverage, client access, scheduling support, referral coordination, insurance verification, communication tracking, and general administrative follow-through. The Director of Client Services and Community Engagement is a unique opportunity to extend VOAMASS’ reach into the community by building relationships with primary care providers, community-based agencies, and other organizations to increase referrals and advance VOAMASS’ mission to help people access opportunity and achieve well-being.

Key Responsibilities: 

• Provide daily supervision, support, and direction to Outpatient Medical Receptionists to ensure front desk responsibilities are completed accurately, consistently, and timely.
• Monitor and support daily front desk workflow, including client check-in, scheduling, rescheduling, client communication, co-payment collection, intake paperwork, referral tracking, EHR tasks, phone coverage, voicemail follow-up, fax/email routing, telehealth links, and appointment reminders.
• Provide front desk coverage when needed, including greeting clients, answering phones, scheduling appointments, checking clients in, collecting information, and directing clients or visitors to the appropriate staff.
• Assist with onboarding, training, and ongoing coaching of Outpatient Medical Receptionists on clinic procedures, communication standards, EHR workflows, confidentiality requirements, and customer service expectations.
• Monitor administrative workflows and identify areas where staff may need additional training, clarification, process improvement, or leadership support.
• Communicate front-end workflow concerns, staffing coverage issues, client access barriers, administrative trends, or higher-level client concerns to the Director of Outpatient Services as appropriate.
• Manage referrals, appointment openings, and new clients to ensure timely access to services. Manage referral list, scheduling clients, entering clients into the EHR, and coordinating provider availability. Support scheduling changes due to provider call-outs, availability changes, or provider transitions to ensure timely access and continuity of care.
• Perform outreach to primary care providers, community-based agencies, and other service providers to inform them of available services and strengthen the referral pipeline .
• Support clinical and medical providers with administrative follow-up related to appointment scheduling, client engagement, documentation routing, communication needs, and coordination of diagnostic, therapy, medication management, follow-up, and urgent appointments.
• Assist with routine office management tasks, including ordering supplies, maintaining inventory, monitoring office equipment needs, reporting maintenance concerns, and helping ensure the clinic space remains welcoming, organized, safe, and professional.
• Support administrative tracking, reports, audits, checklists, quality improvement activities, team meetings, supervision, workflow discussions, and other duties as assigned by leadership.

 The Director of Client Services and Community Engagement role is about making a difference in the lives of the people we serve. As Director of Client Services and Community Engagement, you’ll bring the following qualifications: 

• Experience in an outpatient medical, behavioral health, or healthcare office setting required. 
• Prior experience providing supervision, coordination, training, or lead support to administrative or front desk staff preferred.
• The ideal candidate will have strong knowledge of clinic operations, referral coordination, customer service, and administrative coordination. 
• Experience with MassHealth, commercial insurance, behavioral health services, and electronic health record systems preferred.
• Must have excellent verbal, written, organizational, and problem-solving skills. 
• Must be able to manage competing priorities, support staff in a fast-paced environment, communicate clearly with clients and staff, and follow through on administrative tasks. 
• Must demonstrate professionalism, sound judgment, trauma-informed communication, and the ability to support clients who may present with behavioral health, substance use, crisis, or complex social needs. 
• The ideal candidate will also be a self-starter who is comfortable generating, implementing, and following through on a community outreach plan to increase clinic referrals, including self-referrals.

Since 1934, VOAMASS has provided critical services to the residents of the Commonwealth. From pioneering early residential treatment programs in the 1960’s to leading today in the field of mental health programming, VOAMASS can be counted on to tackle our greatest challenges

For full-time employees, which includes our Director of Client Services and Community Engagement, our comprehensive and generous benefits package includes:

• Excellent health, vision, and dental insurance with 90% of medical deductible and certain co-pays paid by employer
• Multiple opportunities to use pre-tax dollars to save for expenses such as health care (flexible spending account), child care, transit, and parking
• 403(b) retirement plan with employer match
• 24/7 nurse hotline for urgent health questions
• Employee assistance program to provide help with family concerns, stress management, legal issues, and more
• Employer-paid long-term disability and life insurance
• Pet insurance
• Tuition remission programs
• Loan forgiveness (Public Service Loan Forgiveness (PSLF) program)
• Generous vacation benefits, starting at three weeks and moving to four weeks after three years of employment
• 14 paid holidays, higher than industry average
• Fitness/wellness reimbursement to cover expenses such as gym membership
• Employee discount program on hundreds of items such as computers, cell phone plans and accessories, furniture, hotels, vacation home rentals, etc.
• Cash bonus, with no annual cap, for referring other qualified candidates for employment

VOAMASS is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.