Intake/Access Client Care Navigator

Coastal Horizons Center, Inc.; Wilmington (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Educational loan repayment programs

Career growth opportunities

401K retirement plan

Paid time off and holidays

Job summary

Coastal Horizons Center, Inc. is seeking an Intake/Access Client Care Navigator to serve as the primary clinical access point for adults seeking walk-in behavioral health services in North Carolina.

The role supports Adult Outpatient Services and BHUC by completing brief screenings, identifying urgency, and routing to the appropriate initial service. The navigator works with clinicians, nurses, and community partners to ensure safe handoffs, coordinate referrals, and maintain accurate

Qualifications

• Must meet NC requirements for Qualified Professional (QP) designation.
• At least 1 year of relevant experience in behavioral health access, crisis services, intake, or care coordination.
• Knowledge of co-occurring mental health and substance use conditions and escalation procedures.
• Ability to complete structured screenings and route to appropriate services.
• Ability to engage adults using trauma-informed and culturally responsive approaches.
• Proficiency with EHR documentation and MS Office applications.

Responsibilities

• Provide welcoming, trauma-informed initial contact for adults seeking walk-in behavioral health services.
• Complete standardized screenings to identify presenting concerns and urgency.
• Route individuals to appropriate initial services and BHUC as needed.
• Coordinate access to routine outpatient assessment or referrals when BHUC is not indicated.
• Consult with licensed clinicians or nurses when screening findings are unclear.
• Maintain accurate electronic health record documentation and confidentiality.

Skills

Trauma-informed care

Crisis intervention

Compassionate communication

Patient engagement

Confidentiality

Education

Qualified Professional (QP) designation in NC

Tools

Electronic Health Records (EHR)

Microsoft Word

Excel

Outlook

Teams

Job description

Career Opportunities with Coastal Horizons Center

Careers At Coastal Horizons Center

Current job opportunities are posted here as they become available.

Job Title: Intake/Access Client Care Navigator

Programs: Adult Outpatient Services and Behavioral Health Urgent Care (BHUC)

Coastal Horizons Center, Inc. is seeking an Intake/Access Client Care Navigator-(QP/CADC) to serve as a primary clinical access point for adults seeking walk-in behavioral health services.

This shared position supports both Adult Outpatient Services and Behavioral Health Urgent Care (BHUC) by completing brief, standardized screenings to identify presenting needs, preliminary urgency, immediate safety concerns, and the most appropriate initial service pathway.

The Access and Intake Screener uses established screening criteria and program protocols to connect individuals with routine outpatient services or BHUC for urgent assessment and stabilization. The screener works closely with licensed clinicians, nurses, medical providers, program leaders, and community partners when additional consultation or intervention is needed.

Important: The initial access screening does not replace a comprehensive clinical assessment, BHUC crisis risk assessment, nursing medical screening, or provider evaluation.

What You’ll Do

Initial Screening & Service Routing

Provide welcoming, respectful, trauma-informed initial contact to adults seeking walk-in behavioral health services.

Complete standardized screenings addressing presenting concerns, behavioral health symptoms, substance use, potential withdrawal, safety risks, functional needs, and observable medical or behavioral warning signs.

Determine preliminary urgency using approved screening tools and organizational protocols.

Route individuals to the appropriate initial service, including Adult Outpatient Services or BHUC.

Prioritize individuals with urgent or emergent behavioral health needs for BHUC assessment and intervention.

Coordinate access to routine outpatient assessment, treatment, or referral services when BHUC intervention is not indicated.

Consult with a licensed clinician, registered nurse, prescriber, or program leader when screening findings are unclear or outside the scope of the position.

Safety & Clinical Coordination

Identify and promptly elevate concerns related to suicide risk, violence risk, severe impairment, intoxication, withdrawal, acute agitation, medical instability, or other safety concerns.

Initiate approved emergency procedures when an individual requires emergency medical evaluation or a higher level of care.

Maintain engagement with individuals until a safe handoff occurs.

Utilize verbal de-escalation, trauma-informed engagement, and culturally responsive communication.

Coordinate with BHUC staff, outpatient clinicians, nursing staff, prescribers, Medical Office Assistants, Enrollment Specialists, EMS, emergency departments, law enforcement, and community partners as appropriate.

Intake, Documentation & Access Coordination

Confirm required demographic, consent, insurance, and administrative information.

Document screening findings, urgency level, consultations, referrals, and service disposition accurately and promptly in the electronic health record.

Maintain documentation in accordance with organizational, payer, confidentiality, and recordkeeping requirements.

Explain recommended next steps, available services, and anticipated processes to individuals and families.

Coordinate external referrals and community resources when needs cannot be addressed through Coastal Horizons services.

Support continuity between screening, assessment, treatment, referral, and follow-up.

Shared Program Support

Serve as a shared resource for Adult Outpatient Services and BHUC during assigned hours.

When not actively conducting screenings, assist with approved access, intake, referral, follow-up, documentation, and care coordination activities based on program priorities.

Maintain current knowledge of Coastal Horizons services, BHUC capabilities, eligibility requirements, referral pathways, and community resources.

Participate in staff meetings, required training, case consultation, quality reviews, and workflow improvement activities.

Follow all clinical, safety, confidentiality, documentation, and operational policies and procedures.

Perform other related duties as assigned.

Required Qualifications

Must meet current North Carolina requirements for Qualified Professional (QP) designation within the mental health and substance use service system.

At least one year of relevant experience in behavioral health access, substance use treatment, crisis services, intake, care coordination, or a comparable setting.

Knowledge of co-occurring mental health and substance use conditions, crisis indicators, withdrawal concerns, and appropriate escalation procedures.

Ability to complete structured screenings, recognize urgent concerns, make timely service-routing decisions, and seek consultation when appropriate.

Ability to engage adults experiencing emotional distress, substance-related concerns, agitation, or other behavioral health needs using trauma-informed and culturally responsive approaches.

Ability to maintain confidentiality and complete accurate, timely, objective electronic health record documentation.

Proficiency with electronic health records and Microsoft Office applications, including Word, Excel, Outlook, and Teams.

Valid driver's license and ability to meet organizational driving requirements when travel is required.

Preferred Qualifications

Certified Alcohol and Drug Counselor (CADC) credential issued by the North Carolina Addictions Specialist Professional Practice Board and maintained in good standing.

Experience in Behavioral Health Urgent Care, facility-based crisis, behavioral health emergency services, detoxification, open-access outpatient services, or another crisis-stabilization setting.

Experience conducting behavioral health, suicide risk, substance use, withdrawal, or level-of-care screenings.

Familiarity with North Carolina behavioral health services, Medicaid documentation requirements, and community referral resources.

Experience coordinating services among outpatient providers, crisis programs, hospitals, EMS, law enforcement, and other community partners.

Why Join Coastal Horizons?

Coastal Horizons Center, Inc. has provided a continuum of professional services for decades to promote healthier lives, stronger families, and safer communities. Join a team committed to expanding access to behavioral health services and connecting individuals with the right level of care at the right time.

SALARY & BENEFITS:

• Competitive salary based on experience
• Comprehensive medical, dental, and vision insurance
• Educational loan repayment programs & Career growth
• Retirement savings plan/401K
• Paid time off programs, rollover hours, 14 paid holidays
• Employee engagement activities, resource groups, and diversity events

We look forward to reviewing your application!

EEO STATEMENT

Coastal Horizons is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender, gender identity and expression, national origin, age, disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.