Access Coordinator

A Spanish version of this position is available upon request La version de esta posicion esta disponible en Español si es requerida

Behavioral Health Services North (BHSN) one of the fastest-growing organizations providing whole-person care in the region, is in search of passionate individuals to join our rapidly expanding team!

The Access Coordinator serves as the primary point of entry into BHSN, providing agency-wide access and navigation support across all programs and service lines. This position is responsible for delivering an exceptional, concierge-level ('white glove') customer experience that reflects BHSN's commitment to compassionate, person-centered care.

Every interaction is viewed as an opportunity to build trust, remove barriers, and connect individuals with the right services. The Access Coordinators take ownership of each call from start to finish, utilizing active listening, critical thinking, and extensive knowledge of BHSN programs to ensure every caller receives meaningful answers, clear next steps, and seamless connections. The expectation is to achieve First Contact Resolution whenever possible while embodying the agency's 'No Wrong Door' philosophy.

This position functions as an agency-wide resource navigator, coordinating access across behavioral health, substance use, primary care, crisis, residential, care management, and community-based services while maintaining the highest standards of professionalism, empathy, and operational excellence.

Essential Duties & Responsibilities:

• Serve as the primary point of contact for all incoming inquiries across BHSN's service continuum.
• Deliver a concierge-level customer experience by owning each interaction from beginning to resolution.
• Provide accurate information regarding agency programs, eligibility, referral pathways, locations, hours, and community resources.
• Assess customer needs through active listening and critical thinking to identify the most appropriate service pathway.
• Schedule appointments across multiple service lines using established workflows and clinical guidelines.
• Resolve customer concerns whenever possible using a First Contact Resolution approach.
• Coordinate warm handoffs to clinical, operational, financial, and program teams when additional expertise is required.
• Collect, verify, and accurately document demographic, insurance, referral, and service information within the electronic health record.
• Maintain comprehensive knowledge of BHSN programs, services, community partnerships, and referral resources.
• Monitor barriers to access and communicate trends and improvement opportunities to leadership.
• Support agency-wide quality improvement initiatives focused on customer experience, access, operational efficiency, and patient satisfaction.
• Demonstrate professionalism, empathy, confidentiality, and cultural humility during every interaction.
• Participate in ongoing education and cross-training to maintain expertise across all BHSN programs.
• Perform additional duties as assigned.

Core Competencies:

• Exceptional customer service and relationship-building
• Advanced communication and active listening
• Critical thinking and problem solving
• Emotional intelligence and de-escalation
• Adaptability and resilience in a fast-paced environment
• Agency-wide systems knowledge
• Collaboration and teamwork
• Professional accountability and ownership
• Technology proficiency and accurate documentation
• Commitment to continuous improvement

Success Indicators:

• Consistently delivers exceptional customer experiences.
• Achieves high levels of First Contact Resolution.
• Maintains strong knowledge of agency-wide services and resources.
• Supports timely access to care while reducing barriers.
• Maintains accurate documentation and data integrity.
• Contributes ideas that improve customer experience and operational efficiency.
• Represents BHSN professionally in every interaction.

Mission Alignment:

This role is integral to advancing BHSN's strategic vision of creating a seamless, agency-wide access experience. By embracing the 'No Wrong Door' philosophy, the Access Coordinators ensures that every individual who contacts BHSN is welcomed with compassion, guided with expertise, and connected to the resources they need through a high-touch, white glove service model.

Minimum Qualifications:

• Associate's degree preferred; equivalent education and experience considered.
• Minimum two years of customer service, healthcare access, behavioral health, or call center experience preferred.
• Working knowledge of Microsoft 365 applications and Teams.
• Demonstrated proficiency with electronic medical record systems (Avatar preferred).
• Ability to quickly learn and navigate multiple software platforms.
• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Valid New York State driver's license and reliable transportation if travel is required.

BHSN is an Equal Opportunity Employer and champions Diversity, Equity, and Inclusion across all levels of the organization. We are committed to ensuring every team member can be their authentic self and thrive both personally and professionally. We consider all qualified applicants without regard to race (including traits historically associated with race such as hair texture and protective hairstyles), ethnicity, color, creed, national origin, gender identity or expression, sexual orientation, age, disability, marital or familial status, military or veteran status, genetic predisposition or carrier status, arrest or conviction record, domestic violence survivor status, reproductive health decisions, citizenship or immigration status, or any other factor protected by law.

Work schedule will be determined based on program and client needs. Hours will generally be scheduled between 7:30 AM and 7:00 PM, Monday through Friday.