-
Careers
Look for jobs and resources in Decatur & Macon County here.
-
Benefits
Find out the benefits of working here (besides a paycheck!).
-
Industries
Up-to-date information on the industries located here.
-
Startup
Ready to start your own business? Get started today.
Program Manager, Guest Relations
Heritage Behavioral Health Center
Operations
Decatur, IL, USA
USD 65k-85k / year
Posted on Jan 30, 2026
Program Manager of Guest Relations
Salary: $65,000 to $85,000
Schedule: Full-Time | Day Shift | Every other Friday off (paid wellness day)
About Heritage Behavioral Health Center
We are a mission-driven Certified Community Behavioral Health Clinic located in Decatur, Illinois, dedicated to improving mental health and substance use care for individuals in a multi-county area. We recognize that every role at our organization impacts client care regardless of position.
Why You’ll Love Working Here:
- Collaborative, mission-driven work environment
- Every other Friday off – paid wellness days
- Competitive salaries aligned with state and national benchmarks
At Heritage, we believe in taking care of our staff so they can focus on caring for the individuals we serve. Our staff are our greatest asset, and we treat them as such!
Your Role:
Program Manager of Guest Relations
A full-time leadership position is available providing oversight and administrative support to front-line Guest Relations services across the organization. We are seeking a compassionate, organized, and people-centered leader who is committed to trauma-informed care and excellence in customer service.
This role oversees the daily operations of the Guest Relations team and supports administrative staff who serve as the first point of contact for individuals seeking mental health services. The ideal candidate is someone who leads with empathy, values inclusiveness, and understands that small, thoughtful actions can have a meaningful impact on client experience. Candidates should demonstrate strong communication skills, professionalism, and the ability to support staff in a fast-paced, client-focused environment.
Responsibilities include the ability to provide a wide array of duties including, but not limited to:
Provide leadership, supervision, coaching, and ongoing support to Guest Relations administrative staff
Ensure a welcoming, professional, and trauma-informed experience for clients and visitors
Oversee guest reception workflows to ensure respectful, timely, and effective service delivery
Support staff in managing challenging interactions and assist with crisis or conflict de-escalation when needed
Coordinate schedules, workflows, and daily operations to promote efficiency and client satisfaction
Ensure accurate data collection, reporting, and maintenance of administrative records
Collaborate with agency leadership to align Guest Relations operations with organizational goals
Develop and refine administrative processes to improve quality, consistency, and effectiveness
Ensure compliance with agency policies, HIPAA regulations, and best practices
Connect clients with appropriate internal and community resources as needed
Perform program-specific duties as assigned by leadership
Education and Experience:
Ideal candidates will have a minimum of two (2) years of administrative experience, customer service, or office management. Experience working in a mental health, social services, or trauma-informed environment is preferred. Applicants must demonstrate proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams) and electronic health record systems, along with strong verbal and written communication skills.
Applicants must possess a valid driver’s license, reliable transportation, and proof of automobile insurance.
Heritage Offers:
- Generous Time Off: Vacation, sick, personal, and holiday leave
- Wellness Benefits: Every other Friday off paid, Employee Assistance Program (EAP), and fitness reimbursement
- Insurance: Health, dental, vision, flex spending accounts, and additional life insurance. Health insurance includes substantial agency contributions toward the cost.
- Retirement: 401k and Roth options
- Professional Growth: Tuition assistance and continuing education opportunities