Primary Care Access and Flow Manager

CHD Careers • West Springfield, MA

21h • $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: 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)

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)

Benefits

• Dental
• Health and Life insurance
• a flexible schedule
• paid time off
• earned vacation time
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees