Access Navigator

Behavioral Health Network (BHN) is a leading statewide provider of behavioral health services and a Certified Great Place to Work. Since 1938, BHN has helped individuals, families, and communities thrive through compassionate, high-quality care and support.

About the Role

We are currently seeking an Access Navigator to join our Community Behavioral Health Center (CBHC) Access Center/Central Intake team and help advance our mission of empowering people to live healthier, more fulfilling lives.

Benefits

• 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.

Responsibilities

• Welcome and engage individuals seeking behavioral health services, building supportive working relationships and providing timely assistance, intervention, and referrals in person, by phone, or through telehealth.
• Serve as a primary point of contact for assigned individuals, maintaining consistent communication and helping them move successfully from initial inquiry through connection to appropriate services and resources.
• Confirm and collect demographic, insurance, and other relevant information and ensure records are complete and current in the electronic health record.
• Guide individuals through the CBHC Access Navigation workflow, gathering information about behavioral health needs, medical concerns, substance use, and social determinants of health to inform targeted care and referrals.
• Use designated screening tools, reports, and available information to identify potential treatment needs and the appropriate array of BHN and community-based services.
• Provide assigned triage coverage and collaborate with master's-level clinicians and other members of the integrated behavioral health team to respond effectively to immediate needs.
• Coordinate and consult with BHN programs, care management teams, specialty care managers, healthcare providers, and community organizations to connect individuals with services efficiently.
• Track each individual's progress through the access and referral process, follow up on outstanding needs, and help address barriers that may delay engagement or enrollment in care.
• Maintain organized, accurate, and timely documentation, records, status tracking, and other required information while protecting confidentiality.
• Participate in team meetings and required training, support fellow Access Navigators in strengthening engagement strategies, and serve as a knowledgeable liaison across BHN levels of care.

Requirements

• High school diploma or GED required; associate degree preferred.
• One to two years of experience in behavioral health, care management, human services, or a related field required.
• Knowledge of mental health conditions, substance use, care management, and the relationship between behavioral health, physical health, and healthcare systems.
• Working knowledge of community resources and the ability to help individuals access behavioral health, healthcare, social-service, and other essential supports.
• Strong customer-service, interpersonal, advocacy, telephone, verbal, and written communication skills, with the ability to build trust and maintain a professional and empathic approach.
• Cultural responsiveness and the willingness and ability to provide high-quality service to individuals and families from diverse backgrounds and with complex needs.
• Strong organization, time-management, follow-through, problem-solving, and decision-making skills, including the ability to manage multiple priorities and respond to urgent needs.
• Ability to collaborate effectively with clinicians, care teams, BHN programs, community providers, individuals served, and the public.
• Proficiency with computers, electronic records, word-processing, email, and other communication systems.
• Ability to work onsite at the assigned CBHC Access Center location.

Pay

$22.00-$24.00/hr