Intake/Access Client Care Navigator

Job Title: Intake/Access Client Care Navigator

Programs: Adult Outpatient Services and Behavioral Health Urgent Care (BHUC)

Location: Wilmington, NC
Schedule: [Insert Schedule]
Employment Type: [Full-Time/Part-Time]

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 both 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 Access and Intake Screener uses established screening criteria and program protocols to connect individuals with routine outpatient services or BHUC for urgent assessment and stabilization. The screener works closely with licensed clinicians, nurses, medical providers, program leaders, and community partners when additional consultation or intervention is needed.

Important: The initial access screening does not replace a comprehensive clinical assessment, BHUC crisis risk assessment, nursing medical screening, or provider evaluation.

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What You’ll Do

Initial Screening & Service Routing

• 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 the appropriate initial service, including Adult Outpatient Services or BHUC.

• Prioritize individuals with 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 with a licensed clinician, registered nurse, prescriber, or program leader when screening findings are unclear or outside the scope of the position.

Safety & Clinical Coordination

• Identify and promptly escalate concerns related to suicide risk, violence risk, severe impairment, intoxication, withdrawal, acute agitation, medical instability, or other safety concerns.

• Initiate approved emergency procedures when an individual requires emergency medical evaluation or a higher level of care.

• Maintain engagement with individuals until a safe handoff occurs.

• Utilize 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.

Intake, Documentation & Access Coordination

• Confirm required demographic, consent, insurance, and administrative information.

• Document screening findings, urgency level, consultations, referrals, and service disposition accurately and promptly 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.

Shared Program Support

• Serve as a shared resource for Adult Outpatient Services and BHUC during assigned hours.

• When not actively 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 all clinical, safety, confidentiality, documentation, and operational policies and procedures.

• Perform other related duties as assigned.

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Required Qualifications

• Must 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.

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Preferred Qualifications

• 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.

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