Primary Care Access and Flow Manager

Center for Human Development (CHD)•West Springfield, MA

1d•$46,000 - $52,000•Onsite

About The Position

The Center for Human Development (CHD) is growing! We are currently seeking a Primary Care Access and Flow Manager to join our Primary Care practice that is uniquely integrated in our Outpatient Behavioral Health clinic in West Springfield, MA. Your role as the Primary Care- Access and Flow Manager:

Requirements

Experience working with patients with serious mental illness required
Strong familiarity with high no‑show, high-acuity ambulatory settings
Comfort operating in fast-moving, unpredictable clinical environments
Ability to manage conflict, ambiguity, and competing demands in real time
Experience working with EHR

Nice To Haves

Background as a community health worker, advanced scheduler, MA, or similar operational role strongly preferred

Responsibilities

Actively monitor live Primary Care schedules throughout the clinic day
Identify no‑shows, late cancellations, and at‑risk visits in real time
Reassign appointment slots, backfill openings, and approve same‑day walk‑ins autonomously
Convert late or missed appointments to telehealth when clinically appropriate
Override standard scheduling rules as needed to preserve capacity
Serve as the default warm handoff point for BH and Psychiatry referrals to Primary Care (opt‑out model)
Physically accompany patients within the clinic to introduce them to PC staff, normalize the PC environment, and remove psychological barriers
Use trauma-informed, harm-reduction approaches to address mistrust, fear, and prior negative healthcare experiences
Engage patients experiencing SPMI, SUD, housing instability, and justice-system involvement with clarity and respect
Locate patients still onsite after missed appointments when appropriate
Conduct same-day outreach to patients on short-notice waitlists
Prepare warm handoff pipelines for upcoming clinic days
Clean up access bottlenecks that create preventable no-shows (incorrect contact info, unclear instructions, transportation timing issues)