Access Navigator

Behavioral Health Network, Inc.; Worcester (MA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Purpose-Driven Work

Professional Growth

Supportive Team Culture

Stability & Opportunity

Comprehensive Benefits

Great Place to Work

Job summary

Behavioral Health Network is seeking an Access Navigator to join its CBHC Access Center/Central Intake team in Western Massachusetts. You will welcome individuals seeking behavioral health services, collect information, and guide them through the navigation workflow to connect with appropriate services and community resources.

The role requires 1–2 years in behavioral health or related fields, strong communication, and the ability to work onsite.

Qualifications

• 1–2 years of experience in behavioral health, care management, human services, or a related field.
• Knowledge of mental health conditions, substance use, and healthcare systems.
• Strong customer-service, interpersonal, advocacy, and written communication skills.
• Ability to work onsite and collaborate with clinicians and care teams.

Responsibilities

• Welcome and engage individuals seeking behavioral health services, providing timely assistance and referrals.
• Serve as primary contact, guiding through CBHC Access Navigation workflow from inquiry to connection.
• Collect demographic, insurance, and other information; ensure records are complete in the EHR.
• Coordinate with BHN programs and community providers to connect individuals with services.
• Track progress and follow up on outstanding needs to reduce barriers to enrollment.

Skills

Customer service

Communication

Organization

Teamwork

Job description

• Pay or shift range: $22 USD to $24 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Behavioral Health Network (BHN) is a leading statewide provider of behavioral health services and a Certified Great Place to Work. Since 1938, BHN has helped individuals, families, and communities thrive through compassionate, high-quality care and support. With deep roots in Western Massachusetts and a growing presence in communities throughout the state, we are currently seeking an Access Navigator to join our Community Behavioral Health Center (CBHC) Access Center/Central Intake team and help advance our mission of empowering people to live healthier, more fulfilling lives.

What We Offer:

• Purpose-Driven Work - Make a meaningful impact in the lives of individuals, families, and communities throughout Western Massachusetts.
• Professional Growth - Access ongoing training, mentorship, career development, and advancement opportunities across one of the region's largest behavioral health organizations.
• Supportive Team Culture - Join a collaborative workplace guided by our HEART values: Humanity, Empowerment, Accountability, Respect, and Teamwork.
• Stability & Opportunity - Build your career with a well-established organization serving Western Massachusetts since 1938.
• Comprehensive Benefits - Generous PTO, 403(b), educational assistance, medical, dental, vision, employee assistance programs, and more.
• Certified Great Place to Work - Work for an organization recognized for creating a positive and engaging employee experience.

What You Will Do:

• Welcome and engage individuals seeking behavioral health services, building supportive working relationships and providing timely assistance, intervention, and referrals in person, by phone, or through telehealth.
• Serve as a primary point of contact for assigned individuals, maintaining consistent communication and helping them move successfully from initial inquiry through connection to appropriate services and resources.
• Confirm and collect demographic, insurance, and other relevant information and ensure records are complete and current in the electronic health record.
• Guide individuals through the CBHC Access Navigation workflow, gathering information about behavioral health needs, medical concerns, substance use, and social determinants of health to inform targeted care and referrals.
• Use designated screening tools, reports, and available information to identify potential treatment needs and the appropriate array of BHN and community-based services.
• Provide assigned triage coverage and collaborate with master's-level clinicians and other members of the integrated behavioral health team to respond effectively to immediate needs.
• Coordinate and consult with BHN programs, care management teams, specialty care managers, healthcare providers, and community organizations to connect individuals with services efficiently.
• Track each individual's progress through the access and referral process, follow up on outstanding needs, and help address barriers that may delay engagement or enrollment in care.
• Maintain organized, accurate, and timely documentation, records, status tracking, and other required information while protecting confidentiality.
• Participate in team meetings and required training, support fellow Access Navigators in strengthening engagement strategies, and serve as a knowledgeable liaison across BHN levels of care.

Who You Are:

• One to two years of experience in behavioral health, care management, human services, or a related field required.
• Knowledge of mental health conditions, substance use, care management, and the relationship between behavioral health, physical health, and healthcare systems.
• Working knowledge of community resources and the ability to help individuals access behavioral health, healthcare, social-service, and other essential supports.
• Strong customer-service, interpersonal, advocacy, telephone, verbal, and written communication skills, with the ability to build trust and maintain a professional and empathic approach.
• Cultural responsiveness and the willingness and ability to provide high-quality service to individuals and families from diverse backgrounds and with complex needs.
• Strong organization, time-management, follow-through, problem-solving, and decision-making skills, including the ability to manage multiple priorities and respond to urgent needs.
• Ability to collaborate effectively with clinicians, care teams, BHN programs, community providers, individuals served, and the public.
• Proficiency with computers, electronic records, word-processing, email, and other communication systems.
• Ability to work onsite at the assigned CBHC Access Center location.

We Hire for HEART!

Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care, building deep roots in Western Massachusetts while expanding our impact in communities throughout the state. Our core values - Humanity, Empowerment, Accountability, Respect, and Teamwork - guide how we lead, serve, and support one another. If you're ready to bring your skills and experience to a mission-driven organization where your work can make a meaningful difference, we'd love to hear from you.

Pay Range: $22.00-$24.00/hr

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.