Director of Client Services and Community Engagement
$75,000–$80,000 year
On-siteQuincy, Massachusetts, United States
Job Summary
Provide daily supervision, support, and direction to Outpatient Medical Receptionists to ensure front desk responsibilities are completed accurately, consistently, and timely. Monitor and support daily front desk workflow, including client check-in, scheduling, rescheduling, client communication, co-payment collection, intake paperwork, referral tracking, EHR tasks, phone coverage, voicemail follow-up, fax/email routing, telehealth links, and appointment reminders. Provide front desk coverage when needed, including greeting clients, answering phones, scheduling appointments, checking clients in, collecting information, and directing clients or visitors to the appropriate staff. Assist with onboarding, training, and ongoing coaching of Outpatient Medical Receptionists on clinic procedures, communication standards, EHR workflows, confidentiality requirements, and customer service expectations. Perform outreach to primary care providers, community-based agencies, and other service providers to inform them of available services and strengthen the referral pipeline. This role supports VOAMASS Behavioral Health Services clinics in serving the whole person and advancing the mission to help people access opportunity and achieve well-being.
Required Qualifications
- Experience in an outpatient medical, behavioral health, or healthcare office setting
- Must have excellent verbal, written, organizational, and problem-solving skills
- Must be able to manage competing priorities, support staff in a fast-paced environment, communicate clearly with clients and staff, and follow through on administrative tasks
- Must demonstrate professionalism, sound judgment, trauma-informed communication, and the ability to support clients who may present with behavioral health, substance use, crisis, or complex social needs
Desired Qualifications
- Prior experience providing supervision, coordination, training, or lead support to administrative or front desk staff
- 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
- The ideal candidate will also be a self-starter who is comfortable generating, implementing, and following through on a community outreach plan to increase clinic referrals, including self-referrals
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