Intake/Access Client Care Navigator

Coastal Horizons Center; Wilmington (NC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary based on experience

Health, dental, and vision insurance

Educational loan repayment programs

Job summary

Coastal Horizons Center seeks an Intake/Access Client Care Navigator to serve as the primary access point for adults seeking walk-in behavioral health services in Wilmington, NC. The role supports Adult Outpatient Services and BHUC, performing brief screenings to identify needs, urgency, and the most appropriate initial pathway.

Responsibilities include coordinating access, prioritizing urgent cases for BHUC, documenting in the EHR, and collaborating with clinicians and partners.

Qualifications

• Must meet NC requirements for QP designation.
• At least 1 year in behavioral health access, crisis services, intake, care coordination, or similar setting.
• Knowledge of co-occurring mental health and substance use conditions and escalation procedures.
• Ability to complete structured screenings and route to services promptly.
• Engage adults using trauma-informed and culturally responsive approaches.
• Maintain confidentiality and accurate EHR documentation.

Responsibilities

• Perform initial screenings and determine service routing.
• Provide welcoming, trauma-informed contact to adults seeking walk-in behavioral health services.
• Complete standardized screenings addressing concerns, safety risks and needs.
• Determine preliminary urgency and route to appropriate services (Adults or BHUC).
• Coordinate access to routine outpatient assessment or rapid BHUC when needed.
• Consult with clinicians or program leaders when findings are unclear.

Skills

Trauma-informed communication

Calm under pressure

Interpersonal skills

Cultural responsiveness

Education

Qualified Professional (QP) designation (NC)

CADC credential (preferred)

Tools

Electronic Health Records (EHR)

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Valid driver’s license

Job description

Job Title IntakeAccess Client Care Navigator Programs Adult Outpatient Services and Behavioral Health Urgent Care BHUC Location Wilmington NC Schedule Insert Schedule Employment Type Full TimePart Time Coastal Horizons Center Inc is seeking an IntakeAccess Client Care Navigator QPCADC 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 Youll 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 escape 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 drivers 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 plan401K
• Paid time off programs rollover hours 14 paid holidays
• Employee engagement activities resource groups and diversity events

REQUEST FOR ACCOMIDATIONS

If you require an accommodation during the application process please contact us at jobscoastalhorizonsorg

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