Director of Centralized Access

I. Position Summary

Under the direction of the Chief Behavioral Health Officer, the Director of Centralized Access provides leadership, supervision, and strategic oversight of Dimock’s Centralized Access Center function across all Bureau of Substance Addiction Services (BSAS) licensed programs. This role ensures timely, equitable, and consistent access to care for individuals seeking services across the full continuum of substance use treatment, including inpatient, residential, and outpatient programs.

The Director of Centralized Access plays a critical role in establishing and maintaining clinical and operational connections across programs, ensuring seamless transitions and continuity of care throughout Dimock’s behavioral health system and into primary care, child and family services, and community-based partners. This position is central to Dimock’s mission to provide 24/7/365 access to substance use treatment while upholding BSAS standards, regulatory requirements, and organizational values.

II. Primary Duties and Responsibilities

Leadership & System Oversight

• Provide overall leadership and direct supervision of the Centralized Access and Admissions team, ensuring consistent coverage and responsiveness across all Dimock BSAS programs.
• Establish and maintain a professional, trauma-informed, and mission-driven work environment that supports staff development and high-quality customer service.
• Serve as a key organizational leader responsible for aligning access, admissions, and referral workflows across the full continuum of care.

Access, Admissions & Continuity of Care

• Coordinate and oversee the admissions process for inpatient, residential, and outpatient substance use treatment programs, ensuring rapid, dignified, and person-centered access to care.
• Ensure individuals seeking services are appropriately screened, assessed, and routed to the most clinically appropriate program while minimizing barriers and delays.
• Actively support continuity of care across programs by partnering with clinical and program leadership to facilitate internal referrals, step-ups, step-downs, and coordinated transitions.
• Monitor and strengthen cross-program communication to ensure individuals and families experience Dimock as a connected, integrated system of care.

Performance Management & Quality Oversight

• Develop, implement, and monitor systems to track key access and admissions performance indicators, including:
  • Admission and response time
  • Conversion and engagement rates
  • Availability of 24/7/365 access
  • System-wide care navigation effectiveness
• Identify trends, gaps, and opportunities for improvement and collaborate with leadership to implement corrective actions.

Staff Supervision & Development

• Hire, train, supervise, and evaluate Centralized Access staff, including:
  • Providing regular supervision, coaching, and performance feedback
  • Establishing expectations for professionalism, customer service, and confidentiality
  • Completing timely performance evaluations
• Develop and maintain onboarding and ongoing training programs to ensure staff compliance with BSAS standards, Dimock policies, and best practices in substance use treatment access.
• Create and manage staff schedules to ensure continuous 24/7 coverage.

Collaboration & Stakeholder Engagement

• Collaborate closely with the Chief Behavioral Health Officer, Medical Director, Clinical Directors, Program Directors, Nursing Leadership, Community Outreach, and external partners to ensure system-wide goals are met.
• Serve as a central point of coordination for internal and external referrals, ensuring community partners understand Dimock’s programs and access pathways.
• Provide oversight of all electronic and digital access points used by individuals seeking services (e.g., referral platforms, phone lines, online inquiries).

Operational & On-Call Responsibilities

• Ensure staff accurately collect and document screening and referral information from individuals and families.
• Provide backup coverage by performing Admission Coordinator duties when necessary.
• Participate in administrator-on-call rotations and respond to access-related issues as needed.
• Perform other duties as assigned in support of Dimock’s mission and operational needs.

III. Essential Job Requirements

A. Education and Experience

• Bachelor’s degree required; Master’s degree in substance use treatment, social work, public health, or a related field preferred.
• Minimum of five (5) years of progressive leadership experience, preferably in behavioral health or substance use treatment settings.
• Demonstrated excellence in written and verbal communication.
• Experience working directly with the public and diverse communities.
• Individuals with lived experience in recovery are strongly encouraged to apply.

B. Knowledge, Skills, and Abilities

• Demonstrated knowledge of substance use disorders and co-occurring mental health conditions.
• Strong understanding of BSAS admissions, referrals, and regulatory requirements.
• Working knowledge of HIPAA (45 CFR) and 42 CFR Part 2 confidentiality regulations.
• Ability to model Dimock’s core values and hold self and others accountable to organizational standards.
• Culturally responsive, trauma-informed, and person-centered customer service orientation.
• Proficiency with basic computer applications and electronic documentation systems.
• CPR certification required or ability to obtain.
• Ability to maintain professional boundaries, demeanor, and appearance always.

C. Insurance Verification, Authorization & Financial Access

• Provide strategic oversight and operational accountability for insurance verification, benefits coordination, prior authorizations, and payment collection processes across all Dimock BSAS programs.
• Ensure Centralized Access staff accurately verify insurance eligibility, levels of coverage, and program-specific benefits prior to admission or service initiation.
• Maintain and enforce standardized workflows for obtaining and tracking prior authorizations, concurrent reviews, and reauthorizations in compliance with payer and BSAS requirements.
• Collaborate with clinical leadership, utilization management, billing, and finance teams to ensure authorization decisions align with clinical necessity and continuity of care.
• Ensure timely communication of financial responsibilities, including co-pays, deductibles, self-pay options, and payment plans, in a transparent and respectful manner.
• Monitor authorization denials, delays, and payer-related barriers; analyze trends and implement process improvements to reduce disruptions to care.
• Ensure staff maintain current knowledge of payer requirements, MassHealth, commercial insurance plans, and funding streams relevant to BSAS services.
• Support seamless transitions between levels of care by proactively coordinating authorizations and benefits when individuals move across programs.
• Oversee documentation standards related to insurance verification, authorizations, and financial conversations to ensure regulatory compliance and audit readiness.

C. Other Requirements

• If in recovery, a minimum of two (2) years of continuous, verifiable sobriety.
• Ability to work in a constant state of alertness to ensure safety and quality of care.
• Reliable attendance, including participation in meetings and conference calls as required.
• Ability to travel as needed with reliable transportation.
• Ability to work collaboratively with coworkers, managers, patients, potential patients, families, and community partners.