Intake/Access Client Care Navigator

Coastal Horizons Center•Wilmington, NC

About The Position

Coastal Horizons Center, Inc. is seeking an Intake/Access Client Care Navigator (QP/CADC) to serve as a primary clinical access point for adults seeking walk-in behavioral health services. This shared position supports Adult Outpatient Services and Behavioral Health Urgent Care (BHUC) by completing brief, standardized screenings to identify presenting needs, preliminary urgency, immediate safety concerns, and the most appropriate initial service pathway. The position uses established screening criteria and program protocols to connect individuals with routine outpatient services or BHUC for urgent assessment and stabilization. The initial access screening does not replace a comprehensive clinical assessment, BHUC crisis risk assessment, nursing medical screening, or provider evaluation. The Navigator collaborates with licensed clinicians, nurses, medical providers, program leaders, and community partners when consultation or intervention is needed. The role includes trauma-informed screening and service routing, safety escalation and coordination, intake and electronic health record documentation, referral and continuity-of-care coordination, and shared program support. When not conducting screenings, the Navigator assists with approved access, intake, referral, follow-up, documentation, and care coordination activities according to program priorities. The position is located in Wilmington, North Carolina. Listed schedule options are Sunday–Thursday, 12:30 p.m.–8:30 p.m., or Monday–Friday, 10 a.m.–7 p.m.; hours may change slightly based on program needs.

Requirements

Meet current North Carolina requirements for Qualified Professional (QP) designation within the mental health and substance use service system.
At least one year of relevant experience in behavioral health access, substance use treatment, crisis services, intake, care coordination, or a comparable setting.
Knowledge of co-occurring mental health and substance use conditions, crisis indicators, withdrawal concerns, and appropriate escalation procedures.
Ability to complete structured screenings, recognize urgent concerns, make timely service-routing decisions, and seek consultation when appropriate.
Ability to engage adults experiencing emotional distress, substance-related concerns, agitation, or other behavioral health needs using trauma-informed and culturally responsive approaches.
Ability to maintain confidentiality and complete accurate, timely, objective electronic health record documentation.
Proficiency with electronic health records and Microsoft Office applications, including Word, Excel, Outlook, and Teams.
Valid driver’s license and ability to meet organizational driving requirements when travel is required.

Nice To Haves

Certified Alcohol and Drug Counselor (CADC) credential issued by the North Carolina Addictions Specialist Professional Practice Board and maintained in good standing.
Experience in Behavioral Health Urgent Care, facility-based crisis, behavioral health emergency services, detoxification, open-access outpatient services, or another crisis-stabilization setting.
Experience conducting behavioral health, suicide risk, substance use, withdrawal, or level-of-care screenings.
Familiarity with North Carolina behavioral health services, Medicaid documentation requirements, and community referral resources.
Experience coordinating services among outpatient providers, crisis programs, hospitals, EMS, law enforcement, and other community partners.

Responsibilities

Provide welcoming, respectful, trauma-informed initial contact to adults seeking walk-in behavioral health services.
Complete standardized screenings addressing presenting concerns, behavioral health symptoms, substance use, potential withdrawal, safety risks, functional needs, and observable medical or behavioral warning signs.
Determine preliminary urgency using approved screening tools and organizational protocols.
Route individuals to Adult Outpatient Services or BHUC, prioritizing urgent or emergent behavioral health needs for BHUC assessment and intervention.
Coordinate access to routine outpatient assessment, treatment, or referral services when BHUC intervention is not indicated.
Consult a licensed clinician, registered nurse, prescriber, or program leader when screening findings are unclear or outside the position’s scope.
Identify and promptly escalate concerns involving suicide risk, violence risk, severe impairment, intoxication, withdrawal, acute agitation, medical instability, or other safety concerns.
Initiate approved emergency procedures when emergency medical evaluation or a higher level of care is required.
Maintain engagement with individuals until a safe handoff occurs; use verbal de-escalation, trauma-informed engagement, and culturally responsive communication.
Coordinate with BHUC staff, outpatient clinicians, nursing staff, prescribers, Medical Office Assistants, Enrollment Specialists, EMS, emergency departments, law enforcement, and community partners as appropriate.
Confirm required demographic, consent, insurance, and administrative information.
Accurately and promptly document screening findings, urgency level, consultations, referrals, and service disposition in the electronic health record.
Maintain documentation in accordance with organizational, payer, confidentiality, and recordkeeping requirements.
Explain recommended next steps, available services, and anticipated processes to individuals and families.
Coordinate external referrals and community resources when needs cannot be addressed through Coastal Horizons services.
Support continuity between screening, assessment, treatment, referral, and follow-up.
Serve as a shared resource for Adult Outpatient Services and BHUC during assigned hours.
When not conducting screenings, assist with approved access, intake, referral, follow-up, documentation, and care coordination activities based on program priorities.
Maintain current knowledge of Coastal Horizons services, BHUC capabilities, eligibility requirements, referral pathways, and community resources.
Participate in staff meetings, required training, case consultation, quality reviews, and workflow improvement activities.
Follow clinical, safety, confidentiality, documentation, and operational policies and procedures.
Perform other related duties as assigned.