Behavioral Health Network (BHN) is the largest provider of behavioral health services in Western Massachusetts and was recently recognized by The Boston Globe as the 10th best employer in Massachusetts. We’re also proud to be a Certified Great Place to Work. BHN is seeking a strategic and visionary leader to serve as our Senior Director of Access, overseeing intake operations and improving access to care across our system.

What You’ll Do:

As the Senior Director of Access, you will lead centralized intake and access functions for BHN, including 24/7 call center services, front desk operations, medical records, and medical support workflows. You will ensure a seamless and responsive experience for those seeking services and drive improvements in access, efficiency, and client satisfaction.

What We Offer:

·        Leadership Role with Impact: Influence how thousands of individuals access care across the region

·        Collaborative Culture: Work with mission-driven peers and leaders across departments

·        Professional Growth: Opportunities for strategic project work and executive leadership development

·        Top-Tier Benefits: Health insurance, generous PTO, retirement plan, and tuition reimbursement

·        Inclusive Environment: BHN values cultural responsiveness, equity, and trauma-informed practices

Key Responsibilities:

·        Lead BHN’s 24/7 centralized access operations including call center triage, appointment scheduling, and referral coordination

·        Oversee BHN’s phone tree functionality to ensure efficient and person-centered call routing

·        Monitor and act on key metrics such as call volume, abandonment rates, wait times, and engagement outcomes

·        Supervise front desk teams at multiple locations, standardizing procedures and ensuring trauma-informed service

·        Oversee medical records and ensure documentation practices are compliant with HIPAA, 42 CFR Part 2, and other regulations

·        Supervise medical support staff to ensure timely medication coordination and prescriber support

·        Provide leadership to Practice Managers across BHN’s outpatient and integrated care sites

·        Develop policies, workflows, and quality assurance protocols for continuous improvement

·        Collaborate with Billing, IT, Clinical, and Quality departments to drive cross-functional solutions

Who You Are:

·        Bachelor’s Degree in a related field (required)

·        At least 7 years of experience in intake, call center, or healthcare access operations (required)

·        3+ years of leadership or supervisory experience (required)

·        Experience in behavioral health or integrated health services (preferred)

·        Strong understanding of HIPAA, 42 CFR Part 2, and healthcare compliance standards

·        Excellent interpersonal, analytical, and organizational skills

·        Skilled in technology, data reporting, and electronic health records

·        Able to lead teams through change while driving measurable outcomes

We Hire for Purpose!
Since 1938, BHN has provided high-quality, affordable, and culturally responsive behavioral health care. With recognition from The Boston Globe and as a Certified Great Place to Work, BHN is committed to supporting our staff as they support our communities.

How to Apply:
If you're ready to shape the future of behavioral health access in Western Massachusetts, we want to hear from you. Click ‘Apply for Job’ below or visit www.bhnworks.org to apply.