Program Administrative Assistant

Behavioral Health Network, Inc (BHN); Springfield (MA); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

PTO

403(b)

Educational assistance

Medical coverage

Dental coverage

Vision coverage

Employee assistance programs

Job summary

Behavioral Health Network, Inc (BHN) in Western Massachusetts seeks a Program Administrative Assistant to support Recovery Coach program operations, including billing, insurance authorizations, and payer requirements.

You will manage waitlists, intake paperwork, and care logic entries while coordinating with the Program Director and billing team. The role emphasizes strong communication, teamwork, and cultural humility within a mission-driven organization.

Qualifications

• GED with 2+ years of commensurate training and experience.
• CARC-certification preferred.
• Lived experience of addiction & recovery preferred.
• Proficiency with Microsoft Office 365, TEAMS, and SharePoint; EHR required.
• Excellent verbal and written communication skills.
• Strong interpersonal and de-escalation skills; teamwork required.
• Cultural humility when working with diverse backgrounds.
• Knowledge of community resources preferred.

Responsibilities

• Respond to all calls, emails and faxes to Recovery Coaching promptly.
• Plan and streamline administrative workflows with the Program Director.
• Update Recovery Coach Contact List quarterly.
• Monitor insurance reauthorization and annual intake due dates.
• Create and update Re-auth/Annual intake spreadsheet monthly.
• Send reminders to coaches to submit required paperwork.
• Review reauthorization forms for errors and update Wellness plans as needed.
• Submit completed forms to billing to obtain timely reauthorizations.
• Review enrollments/disenrollments for accuracy in Carelogic.
• Enter enrollments in the Virtual Gateway.
• Troubleshoot referrals with Recovery Coach or conflicting assignments in VG.
• Review intake packets for completion and timeliness.

Skills

Communication skills

Interpersonal skills

De-escalation skills

Cultural humility

Teamwork

Recovery experience

Education

GED with 2+ years experience

Tools

Microsoft Office 365

TEAMS

SharePoint

Electronic Health Records

Job description

• 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 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

The Program Administrative Assistant provides in-person administrative support in Recovery Coach program operations related to billing, insurance authorizations, fidelity to program's DPH/BSAS payer of last resort contract requirements, managing the Recovery Coach waitlist including assignment of new participants to Recovery Coaching and admitting new participants to the program.

• Respond to all incoming calls, emails and faxes to Recovery Coaching in a timely manner; forward inquiries as needed
• Help plan, streamline, and execute administrative workflows and procedures for overall efficiency in consultation with the Recovery Coach Program Director
• Update and distribute Recovery Coach Contact List quarterly or more often as needed
• Monitor insurance reauthorization and annual intake due dates monthly to ensure required documentation is submitted in a timely manner:
• Create and update Re-auth/Annual intake spreadsheet monthly
• Send reminders/requests to all coaches to submit required paperwork
• Review all Reauthorization forms for errors, adding updated Wellness plan information when required by certain payers
• Submit completed forms to billing, as they come due, to ensure that all reauthorizations are obtained in a timely manner
• Review all incoming Recovery Coach enrollments and disenrollments for accuracy, timeliness, and alignment with documentation in Carelogic, in follow up to initial reviews at the supervisory level
• Enter EIM-ESM Enrollments and Disenrollments in the Virtual Gateway (VG)
• Troubleshoot referrals with existing Recovery Coach or conflicting Recovery Support Navigation assignments in the VG
• Review all incoming Recovery Coach Intake packets for completion, timeliness, and compliance, in follow up to initial reviews at the supervisory level

Who You Are

• A minimum of a GED with 2 or more years of commensurate training, experience, and demonstrated expertise in the field.
• Current CARC-certification preferred.
• Lived experience of addiction & recovery, personal or familial, preferred.
• Proficiency with Microsoft Office 365, including TEAMS and SharePoint as well as Electronic Health Records required
• Excellent verbal and written communication skills required
• Strong interpersonal skills, including de-escalation skills, and a track record of teamwork required
• Demonstrated cultural humility in working with individuals from diverse backgrounds required.
• Demonstrated working knowledge of community resources preferred.

Pay Range: $22.00 - $25.00 depending upon experience

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.

BHN is committed to social justice and diversity and strongly encourages diverse candidates to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.