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…