Director, Client Services & Community Partnerships

Volunteers of America Massachusetts; Quincy, Northern (MA, KY); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid holidays

Tuition assistance

Employee discount program

Job summary

Volunteers of America Massachusetts seeks a Director of Client Services and Community Engagement to oversee front-end operations and outreach in our Behavioral Health Services clinics. You will supervise Outpatient Medical Receptionists, manage referrals, scheduling, and patient access, and build community partnerships to increase referrals.

The role emphasizes supervision, training, and coordination of administrative workflows, with a focus on trauma-informed, client-centered service and

Qualifications

• Experience in an outpatient medical, behavioral health, or healthcare office setting.
• Prior experience providing supervision, coordination, training, or lead support to administrative or front desk staff preferred.
• Strong knowledge of clinic operations, referral coordination, customer service, and administrative coordination.
• Experience with MassHealth, commercial insurance, behavioral health services, and electronic health record systems preferred.
• Excellent verbal, written, organizational, and problem-solving skills.

Responsibilities

• Provide daily supervision to Outpatient Medical Receptionists to ensure front desk responsibilities are completed accurately and timely.
• Monitor front desk workflow: client check-in, scheduling, referrals, insurance verification, and appointment reminders.
• Provide front desk coverage when needed (greeting, scheduling, check-in).
• Assist with onboarding, training, and coaching of staff on clinic procedures and customer service expectations.
• Monitor workflows and identify areas for training or process improvement.
• Communicate front-end workflow concerns and staffing needs to leadership.
• Manage referrals, appointment openings, and new clients to ensure timely access to services.
• Perform outreach to primary care providers and community partners to increase referrals.
• Support administrative tracking, reports, audits, and quality improvement activities.

Skills

Staff supervision

Referral coordination

Customer service

Communication

Clinic operations

Tools

EHR software

Job description

Volunteers of America Massachusetts seeks a Director of Client Services and Community Engagement to oversee front-end operations and outreach in our Behavioral Health Services clinics. You will supervise Outpatient Medical Receptionists, manage referrals, scheduling, and patient access, and build community partnerships to increase referrals.

The role emphasizes supervision, training, and coordination of administrative workflows, with a focus on trauma-informed, client-centered service and