Access Coordinator

Access Coordinator - Centralized Access Department

• Approved Salary: $25-$35/hour
• Schedule: Full-time On-site position - Monday to Friday, from 3:00 PM to 11:00 PM

Summary/Objective

Under the direct supervision of Access Center leadership, the Access Coordinator serves as a first point of contact for individuals seeking behavioral health, substance use disorder, recovery support, and integrated healthcare services at The Dimock Center Department of Behavioral Health and Addiction Treatment. The Access Coordinator provides compassionate, trauma-informed, person-centered engagement to prospective patients and their families, conducts initial screenings and intake activities, facilitates access to care, assists with insurance enrollment and verification, and serves as a patient advocate throughout the admission process.

This position plays a critical role in ensuring timely access to services through effective coordination, patient education, screening, admissions support, orientation, referral management, and post-discharge follow-up. The Access Coordinator promotes equitable access to care while adhering to BSAS regulations, confidentiality requirements, and Dimock Center policies and procedures.

Essential Functions

Patient Access and Screening

• Respond to incoming calls, online referrals, and walk-in inquiries regarding behavioral health, substance use disorder, recovery support, and healthcare services.
• Conduct telephone and in-person screening interviews to assess service needs, eligibility, and appropriate level of care.
• Complete demographic, language needs assessments, clinical, insurance, and referral information accurately in the electronic health record (EHR).
• Utilize trauma-informed, recovery-oriented, and culturally responsive engagement practices.
• Identify urgent clinical concerns and facilitate immediate connection to clinical staff when indicated.
• Coordinate admissions and appointments for behavioral health and addiction treatment services.

Insurance and Financial Access

• Assist patients in obtaining, renewing, or reinstating MassHealth, ConnectorCare, and other health insurance coverage.
• Verify insurance eligibility and benefits.
• Educate patients regarding financial assistance programs and available funding resources.
• Collaborate with financial counseling and enrollment staff to remove barriers to care.

Patient Intake and Admission Support

• Facilitate admission and registration processes.
• Collect and verify required intake documentation.
• Explain program expectations, services available, and treatment processes.
• Orient patients to facility policies, procedures, schedules, rules, and available supports as required through admission and orientation standards.
• Ensure patient belongings are inventoried, secured, documented, and stored according to agency policies.
• Assist patients with completion of required consent and authorization forms.

Patient Rights and Advocacy

• Educate patients regarding their rights and responsibilities upon admission and throughout service engagement.
• Explain grievance procedures and assist patients in accessing complaint and appeal processes when requested.
• Ensure patients understand confidentiality protections and informed consent requirements.
• Advocate for patient needs, preferences, and self-determination throughout the service continuum.
• Promote patient dignity, respect, non-discrimination, and access to interpreter services consistent with Dimock and BSAS requirements.

Care Coordination and Navigation

• Serve as a liaison between patients, families, referral sources, care providers, community agencies, and treatment programs.
• Coordinate referrals to internal and external services.
• Support smooth transitions between levels of care, including warm hand-offs when Dimock program capacity is limited.
• Assist individuals with navigating community resources including housing, recovery supports, healthcare services, transportation, and social service programs, as appropriate.
• Document all contacts, referrals, and outcomes in accordance with agency requirements.

Post-Discharge Follow-Up

• Conduct post-discharge outreach calls within 7 days of discharge to assess patient status, barriers to continued treatment, satisfaction with services, and linkage to aftercare resources.
• Document follow-up outcomes and communicate concerns to appropriate clinical staff.
• Assist in re-engagement efforts for individuals who have discontinued treatment or missed appointments.
• Support aftercare and continuity-of-care practices consistent with BSAS post-discharge follow-up expectations.

Quality, Compliance, and Customer Service

• Maintain accurate, timely, and complete documentation.
• Protect patient confidentiality in accordance with HIPAA, 42 CFR Part 2, and applicable regulations.
• Participate in quality improvement, performance improvement, and patient satisfaction initiatives.
• Support Dimock principles promoting person-centered, accessible, coordinated, and outcomes-focused services.
• Participate in staff meetings, training, supervision, and professional development activities.
• Maintain knowledge of community resources, referral networks, and available treatment services.

Required Qualifications

One of the following:

• High School Diploma or GED and a minimum of two (2) years of experience working with individuals experiencing mental illness, substance use disorders, homelessness, trauma, or co-occurring disorders; OR
• Associate's Degree in Human Services, Psychology, Social Work, Behavioral Health, Public Health, or a related field and a minimum of two (2) years of relevant experience; OR
• Bachelor's Degree in Human Services, Psychology, Social Work, Behavioral Health, Public Health, or a related field.

Preferred Qualifications

• Experience in behavioral health, substance use disorder treatment, healthcare access, admissions, intake, recovery support, case management, or care coordination.
• Knowledge of MassHealth eligibility and enrollment processes.
• Familiarity with BSAS-licensed treatment programs and levels of care.
• Experience working within an Electronic Health Record (EHR).
• Bilingual or multilingual skills strongly preferred.
• CPR, First Aid, Narcan, or recovery-oriented certifications preferred.

Knowledge, Skills, and Abilities

• Knowledge of behavioral health and substance use disorder treatment systems.
• Understanding of recovery-oriented and harm reduction principles.
• Strong customer service and patient engagement skills.
• Ability to de-escalate emotionally charged situations.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to maintain professional boundaries and confidentiality.
• Ability to work effectively with diverse populations.
• Knowledge of trauma-informed care principles.
• Ability to establish rapport with patients, families, providers, and community partners.

Physical and Environmental Requirements

• Ability to sit, stand, walk, and use standard office equipment for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in a healthcare and behavioral health environment with frequent patient interaction.

EEO Statement The Dimock Center values diversity and is committed to equal employment opportunity regardless of age, race, color, national origin, ethnicity, religion, gender, sexual orientation, disability, veteran status, or any other status protected by law.