Array Behavioral Care

Therapist

• Provide virtual therapy and counseling to individuals across diverse backgrounds
• Collaborate with a multidisciplinary team to develop and implement treatment plans
• Maintain accurate, timely documentation
• Deliver compassionate, evidence-based care in a secure, remote setting

Teletherapist

Manager

• Oversee daily operations of the Access Center, ensuring service quality and efficiency
• Develop and implement policies, objectives, and KPIs for performance monitoring
• Manage workforce planning, scheduling, and resource allocation
• Lead training programs and coaching initiatives for supervisors and Access Center team members
• Drive customer experience improvements and adopt new technologies
• Handle escalated issues and coordinate with other departments for resolution
• Supervise, interview, hire, train, coach, and lead virtual behavioral healthcare call center representatives as they provide support to patients and clinicians
• Develop skills, retain talent, and ensure team member and customer satisfaction, leverage systems, and improve efficiency
• People management tasks including but not limited to, managing vacations/PTO, leading team and individual meetings, conducting performance reviews, managing performance and improvement plans, and scheduling to ensure coverage for 24/7 call center operation
• Promote quality and efficiency by guaranteeing Access Center Representatives are proficiently identifying action steps and efficiently handling service coordination and clinician availability
• Respond promptly to representatives’ questions, guiding them through difficult calls or issues, diffusing frustrated situations, or handling issues; step in as needed for call coverage
• Oversee and maintain multiple system logins for Access Center Representatives, including but not limited to: Electronic Medical Record, phone and chat program functions, other internal systems
• Assist operations and other functions to improve processes for efficiency as well as establishing call center KPIs and goals
• Assist in the formulation of individual performance targets and team goals and metrics
• Facilitate and coordinate weekly and monthly metric and performance reports with Access Center staff and deliver reports and data in meetings and direct conversations
• Develop and update performance objectives metrics and SOPs for the Access Center’s day-to-day activities (e.g., calls received, handle times)
• Other duties as assigned

Teletherapist

Senior Manager, Access Center