Access Center Representative

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

More than a call center, Array’s 24/7/365 Access Center is the central point of contact for organizations, individuals and providers accessing behavioral health services nationwide. The Access Center serves as the nucleolus for Array’s on-demand service division and works to ensure that telepsychiatry encounters are conducted effectively and efficiently. Access Center representatives also work to triage calls, streamline requests, and offer excellent customer service. 

WHAT YOU’LL DO

• Handle a high volume of calls, requesting assistance with accessing behavioral health services

• Prioritize cases based on shifting needs and resources

• Work with on-call providers including physicians to help triage 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 on-call providers and administrators

• Conduct video and phone test calls and do basic technology trouble shooting with organizations, providers and consumers as needed

• Other duties as assigned

WHAT WE’RE LOOKING FOR

•  1-2 years of recent customer service experience

• 1-2 years previous call center experience, strongly preferred

• Excellent time management and organization skills

• Excellent verbal and written communication skills

• Strong computer skills; ability to work with multiple systems

• Prior experience with computer systems such as Outlook, Adobe, and Microsoft products

• Prior experience with contact center systems or customer relationship databases

• Knowledge of medical and/or psychiatric terminology strongly preferred

• Ability to sit for an extended period of time

POSITION LOGISTICS

• 100% remote position 

• Required to have a private office space in home or elsewhere for confidentiality 

• Reports to the Manager, Access Center

COMPENSATION AND BENEFITS

• The pay range for this role is $18 an 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