Program director-centralized access

The professionals at Westbrook Health Services believe in promoting the well-being of individuals and families struggling with a wide range of challenges. Our staff meets the needs of over 7,000 people annually. Experienced and compassionate, we empower people to achieve wellness with the guidance of our knowledgeable and experienced staff.

Westbrook Health Services provides a comprehensive, low-cost benefits package to all full-time employees that includes medical, dental, vision, life, short and long-term disability, critical illness, accident, and pet insurance coverage options. Paid time-off, paid holidays, and paid training provide a healthy work-life balance. Westbrook provides Equal Employment Opportunity to all employees and applicants. Employment decisions are made based upon an individual’s skills and qualifications without regard to race, color, creed, religion, sex, age, national origin, citizenship, disability as defined in the law, veteran status, sexual orientation, pregnancy and related conditions, genetic information, gender identity or any status or characteristic protected under applicable federal, state, or local laws.

Westbrook also prohibits unlawful discrimination based upon the perception of those characteristics or any association with a person who is perceived to have any of those characteristics. Discrimination based on any of these factors is totally inconsistent with our philosophy of doing business and will not be tolerated at any time. Qualified individuals with bona fide disabilities, as the term “disability” is defined in the law, are entitled to reasonable accommodations in the application process and in their employment. Although Westbrook is responsible for providing reasonable accommodations, the responsibility for identifying whether accommodation is needed and what constitutes a reasonable accommodation is shared jointly by the employee and Westbrook.

Summary:

Provides strategic and operational oversight of centralized access across outpatient services. For purposes of this position, centralized access is defined as the full referral and intake process, all front desk and registration tasks, and centralized scheduling. This position ensures timely client access to care, efficient centralized access operations, excellent customer service, and standardized workflows across all service locations.

Essential Duties and Responsibilities:

• Maintains service delivery consistent with Westbrook Health Services’ expectations, standards, mission, vision, values, policies, procedures, and ethical standards.
• Provides leadership and oversight for all centralized access operations, as defined in the Summary, including related financial processes and customer service across outpatient services.
• Oversees daily centralized access operations to ensure timely service, accurate processing, efficient scheduling, and appropriate client placement.
• Establishes, implements, monitors, and audits standardized centralized access workflows across outpatient offices and programs to promote consistency, operational efficiency, accurate records, and reliable data collection.
• Leads the development, launch, implementation, and ongoing improvement of centralized scheduling as a core component of centralized access across outpatient services.
• Manages centralized access scheduling and staffing processes to maximize provider productivity, ensure adequate coverage, reduce wait times, and align service capacity with community demand.
• Monitors and reports key centralized access performance indicators, including access metrics, intake completion rates, referral response times, scheduling efficiency, registration accuracy, and customer satisfaction.
• Reviews and analyzes operational and quality data, identifies trends, conducts assessments, and implements corrective action and performance improvement initiatives.
• Responds to and resolves client concerns, complaints, and escalations while promoting a positive client experience.
• Leads designated centralized access staff responsible for referral and intake, front desk and registration, and centralized scheduling functions, including recruitment, hiring, onboarding, training, coaching, development, evaluation, retention, productivity, attendance, scheduling coverage, and performance management.
• Maintains awareness of healthcare regulations, accreditation requirements, payer updates, and industry best practices.
• Collaborates with billing and finance teams to improve the accuracy and financial integrity of centralized access processes, including authorizations, coding support, reimbursement processes, and collection of demographic and payer information.
• Oversees the use and optimization of electronic health records, scheduling systems, communication platforms, and other technologies supporting centralized access operations.
• Coordinates the implementation and evaluation of new services, operational programs, service delivery models, and process improvement projects.
• Serves as a liaison among clinical departments, information technology, finance, quality improvement, and operational teams to promote integrated client care.
• Participates in agency committees, leadership meetings, and strategic planning initiatives.
• Represents the agency professionally with staff, clients, community partners, referral sources, licensing bodies, and funding agencies as assigned.
• Maintains confidentiality of all information and complies with HIPAA requirements.
• Performs other duties as assigned.

Qualification Requirements:

• Strong leadership and organizational skills.
• Adept at leading and supporting organizational change management initiatives.
• Excellent customer service and conflict resolution abilities.
• Proven ability to manage multiple projects and operational initiatives simultaneously.
• Strong analytical and problem-solving skills.
• Ability to work effectively with multidisciplinary teams.
• Knowledge of behavioral health operations, centralized access, and access-to-care processes.
• Excellent written and verbal communication skills.
• Ability to collect, analyze, and report operational and quality data.
• Strong understanding of centralized access operations, including referral and intake, front desk and registration, centralized scheduling, electronic medical records, and supporting systems.
• Ability to maintain confidentiality and professional standards.

Education and/or Experience:

• Bachelor’s degree in healthcare administration, Business Administration, Social Services, or related field required.
• Progressive healthcare or behavioral health leadership experience preferred.
• Supervisory experience preferred.
• Experience managing centralized access, as defined in the Summary, required.
• Experience with project management and implementation of organizational initiatives preferred.
• Must pass Criminal Investigation Background and DHHR background checks and post-offer drug screen.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the responsibilities of the manager's job, the employee is required to talk and hear. The employee is often required to sit and use his or her hands and fingers, to handle or feel. The employee is regularly required to stand, walk, reach with arms and hands and occasionally required to climb or balance, and stoop, kneel, or crouch. Vision abilities required for this job include close vision. Must be able to travel out of local area occasionally. Work is typically performed in an office environment.