Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients.

ABOUT THE ROLE

The Shift Coordinator is responsible for implementing a number of initiatives for and overseeing the operational aspects of the Access Center. The Shift Coordinator supervises the Access Center Representatives assigned to the shift to ensure calls are answered timely, clinicians are provided with support, and customers are receiving the care needed. This position reports to the Access Center Manager.

WHAT YOU’LL DO

• 95% calls answered for shifts supervised

• 85% on-time delivery percentage for shifts supervised

• Assist with the ongoing development of systems and procedures to maximize the efficacy of the Access Center

• Handle a high volume of calls from community members and behavioral health organizations requesting assistance with accessing behavioral health services

• Prioritize cases based on shifting needs and resources

• Work with clinicians to help triage their requests, organize their workload, send, and secure documentation and communicate with organizations

• Document all requests and encounters into a database

• Manage resources, systems, and requirements from a variety of organizations and translate pertinent information to clinicians and administrators

• Conduct video and phone test calls, as well as perform basic technology troubleshooting with organizations, providers and consumers as needed

• Monitor cases to ensure service level agreements (SLA) are maintained

• Follow cases from initiation through completion

• Provide daily, weekly, and monthly SLA reports to leadership

• Proactively keep management informed of any issues that arise

• Monitor agent status and redistribute cases as needed

• Other duties as needed

WHAT WE’RE LOOKING FOR

• 3+ years of healthcare call center experience

• HS Diploma or equivalent required, College degree preferred

• Capacity to work a minimum of 40 hours/wk avg. with at least one weekend shift/wk

• Basic understanding of hospital and behavioral health systems is required

• Tech-savvy, with knowledge of telephone equipment and relevant computer programs

• Positive attitude and encouragement of team collaboration and development of ACRs

• Support company mission and objectives

• Excellent organizational and leadership skills

• Ability to problem solve quickly under pressure with a high level of professionalism

• Promotion of company to support growth and expansion

• Independent worker

• Organizational and time-management skills

• Ability to multitask

POSITION LOGISTICS

• 100% remote position

• Reports to Sr. Manager, Access Center

COMPENSATION AND BENEFITS

• The pay range for this role is $22 - $25 per hour. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.

• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions

• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays

• 401k

Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be firstname.lastname@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.