Director of Client Access Services

About the role

Northern Pines Mental Health Center is seeking a Program Director to join the Client Access Specialist (CAS) team. This full-time position operates throughout the six-county service region. The Client Access Director provides supervision to NPMHC Client Access employees and the Call Center, oversees daily operations of client-facing offices, trains and supports staff, and performs Client Access functions as needed, requiring competence in all areas of the Client Access and Call Center positions.

Responsibilities

• Fill in for Client Access Specialists as needed, including Mental Health Urgent Care CAS staff and Crisis Line coverage; must be able to complete all essential functions of the Client Access Specialist position.
• Fill in for Call Center as needed; must be able to complete all essential functions of the Call Center position.
• Ensure the full intake and referral process is followed by all NPMHC supportive roles, meeting regulations, CCBHC, and NPMHC standards.
• Oversee patient initial and ongoing registration: ensure supportive roles complete screeners, consents, and necessary paperwork within expected timeframes.
• Ensure accurate and up-to-date insurance for all clients before each service, including MNsure Navigation, financial assistance applications, benefits and eligibility verification, Good Faith Estimates per the No Surprises Act, and preauthorization processing and entry into the EHR prior to services.
• Ensure all necessary services and programs receive reminder calls.
• Monitor and maintain client-facing staff schedules in the EHR to increase efficiency and productivity, administered by Client Access Specialists and Call Center.
• Manage employment of supportive positions: screen applicants, hiring, conduct reviews, approve time in payroll system, address employee concerns, and take corrective action when necessary.
• Coordinate and lead team meetings for all supportive staff.
• Assist with billing inquiries from clients, triaging to the Finance Office as necessary.
• Provide training to staff at hire and ongoing, routinely monitoring processes for accuracy, completeness, and adherence to NPMHC policies, procedures, guides, and forms.
• Provide ongoing, in-person supervision to Client Access and Call Center positions in each clinic and Call Center, requiring regular travel throughout the service region.
• Oversee client-facing spaces: ensure site cleanliness, overall appearance, free from clutter and debris, representing a professional clinical setting.

Qualifications

Required:

• High School Diploma or approved equivalent combination of education and experience.
• Minimum of two years’ experience in a support specialist/receptionist role.
• Valid driver’s license (travel is a function of this position).

Preferred:

• Associate’s degree in medical administration or equivalent field.
• Minimum of two years’ experience in a supervisory role.
• Experience working in the medical and/or mental health field.

Compensation & Benefits

Annual wage range: $58,000 – $70,000.

• Health, Dental, Disability, and Life insurance with additional voluntary options (spousal life, short-term disability, accident, hospital indemnity, critical illness plans).
• Health Savings Account with employer contribution.
• 401(k) with employer match.
• Generous paid time off: first through third year, full-time employees earn 19 days (152 hours) per year, increasing with longevity.
• Nine observed holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve Day, Christmas Day, and a Weather Float Day.
• Supportive of time off for a healthy work/life balance.
• Bereavement pay.
• Travel reimbursement.