Program Manager, Guest Relations

Program Manager of Guest Relations

Salary: $65,000 to $85,000

Schedule: Full-Time | Day Shift | Every other Friday off (paid wellness day)

We are a mission-driven Certified Community Behavioral Health Clinic located in Decatur, Illinois, dedicated to improving mental health and substance use care for individuals in a multi-county area. We recognize that every role at our organization impacts client care regardless of position.

• Collaborative, mission-driven work environment
• Every other Friday off – paid wellness days
• Competitive salaries aligned with state and national benchmarks

At Heritage, we believe in taking care of our staff so they can focus on caring for the individuals we serve. Our staff are our greatest asset, and we treat them as such!

Program Manager of Guest Relations

A full-time leadership position is available providing oversight and administrative support to front-line Guest Relations services across the organization. We are seeking a compassionate, organized, and people-centered leader who is committed to trauma-informed care and excellence in customer service.

This role oversees the daily operations of the Guest Relations team and supports administrative staff who serve as the first point of contact for individuals seeking mental health services. The ideal candidate is someone who leads with empathy, values inclusiveness, and understands that small, thoughtful actions can have a meaningful impact on client experience. Candidates should demonstrate strong communication skills, professionalism, and the ability to support staff in a fast-paced, client-focused environment.

• Provide leadership, supervision, coaching, and ongoing support to Guest Relations administrative staff
• Ensure a welcoming, professional, and trauma-informed experience for clients and visitors
• Oversee guest reception workflows to ensure respectful, timely, and effective service delivery
• Support staff in managing challenging interactions and assist with crisis or conflict de-escalation when needed
• Coordinate schedules, workflows, and daily operations to promote efficiency and client satisfaction
• Ensure accurate data collection, reporting, and maintenance of administrative records
• Collaborate with agency leadership to align Guest Relations operations with organizational goals
• Develop and refine administrative processes to improve quality, consistency, and effectiveness
• Ensure compliance with agency policies, HIPAA regulations, and best practices
• Connect clients with appropriate internal and community resources as needed
• Perform program-specific duties as assigned by leadership

Ideal candidates will have a minimum of two (2) years of administrative experience, customer service, or office management. Experience working in a mental health, social services, or trauma-informed environment is preferred. Applicants must demonstrate proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams) and electronic health record systems, along with strong verbal and written communication skills.

Applicants must possess a valid driver’s license, reliable transportation, and proof of automobile insurance.

• Generous Time Off:
  Vacation, sick, personal, and holiday leave
• Wellness Benefits:
  Every other Friday off paid, Employee Assistance Program (EAP), and fitness reimbursement
• Insurance:
  Health, dental, vision, flex spending accounts, and additional life insurance. Health insurance includes substantial agency contributions toward the cost.
• Retirement: 401k and Roth options
• Professional Growth:
  Tuition assistance and continuing education opportunities