Array Behavioral Care

Call Center Representative

• Oversee daily operations of Patient Contact Centers Teams; Care Navigation and Care Coordination, ensuring service quality and efficiency.
• Collaborate with Quality Assurance Manager for training programs and coaching initiatives for team members.
• Develop and implement policies, objectives, and KPIs for performance monitoring.
• Manage workforce planning, scheduling, and resource allocation.
• Drive customers to experience improvements and adopt new technologies.
• Handle escalated issues and coordinate with other departments for resolution.
• Manage, mentor, and support a team of agents, promoting engagement, accountability, and adherence to service standards.
• Oversee daily navigation and coordination task execution and workflow coordination, assisting with real-time adjustments and resource alignment to support service level goals.
• Monitor team workload, task completion, and productivity throughout shifts; flag capacity or performance concerns and escalate as needed.
• Conduct regular 1:1 coaching check ins focused on skill development, quality reinforcement, and performance support.
• Document coaching conversations, observations, and key feedback accurately and consistently in accordance with established guidelines.
• Recognize strong performance and provide targeted coaching and training support to team members who need additional guidance, escalating ongoing concerns to leadership as appropriate.
• Coordinate scheduling needs by tracking time off requests, callouts, and coverage requirements, and communicating attendance or scheduling issues to leadership per policy.
• Serve as a primary point of contact for frontline staff, encouraging open communication and addressing day-to-day questions or concerns.
• Review and submit timekeeping records for accuracy and compliance, escalating discrepancies or issues for resolution.
• Partner with the Quality Assurance Manager to reinforce quality standards and support consistent application of feedback and expectations.
• Respond to patient and provider escalations within defined guidelines, troubleshooting issues and escalating complex cases as needed to ensure appropriate service recovery.
• Act as a communication bridge between frontline agents and call center leadership by surfacing trends, sharing feedback, and offering operational recommendations.
• Performs other duties as needed

Manager, Patient Contact Center

Compliance

• Lead contract generation, drafting, amendments, renewals, and document control process for new and existing clients and vendors
• Administer the contract lifecycle and contract management process in Salesforce and other applicable systems
• Develop, maintain, and update internal registries and dashboards related to compliance activities, privacy investigations, reporting, and contract renewals
• Oversee entity compliance, including renewals, registrations, and annual report filings
• Support the Privacy Officer in the execution and ongoing maintenance of the organizational privacy program
• Assist with privacy investigations and incident response activities
• Build and maintain cross-functional partnerships with multiple resources across the organization
• Manage and update corporate “templated” content using tools such as Asana, DocuSign, Salesforce, MS-Word, and MS-Teams
• Ensure a high level of accuracy, attention to detail, and quality in all work products
• Communicate relevant client and vendor contract terms, changes, and updates to internal stakeholders
• Maintain the centralized contract repository

Contract & Compliance Specialist

Analyst

• Provide ongoing application support to clinical and operational staff, troubleshooting issues and ensuring users have the necessary resources to provide optimal care to Array’s patients.
• Act as a liaison between IT and clinical/business teams to manage expectations and resolve issues.
• Work with team members to improve usability and adoption of Epic features, ensuring system stability.
• Conduct thorough testing of system configurations to ensure expected functionality, data integrity, and user satisfaction.
• Identify opportunities to enhance Epic functionality, promoting continuous improvement aligned with clinical and operational objectives.
• Provision and configure internal and external Epic users as needed.
• Stay up to date with Epic advancements and industry best practices in clinical informatics and EHR optimization.
• Coordinate with training teams to develop and deliver comprehensive end-user training on Epic workflows and features.
• Collaborate with clinical and operational stakeholders to gather and interpret business and clinical requirements.
• Design and refine Epic workflows to improve clinical and operational efficiencies, ensuring alignment with organizational objectives.
• Configure Epic modules to support effective implementation and maximize system performance.

Informatics Analyst

Sales

• Drive sales growth with new health system partners
• Develop a robust understanding of addressable market within territory including current partners, prospects, systems, professional groups and regulations
• Develop, maintain, and execute on a strategic plan for territory management
• Build and maintain a sufficient opportunity pipeline through direct efforts and collaboration with marketing.
• Qualify opportunities based on relevant knowledge of operational realities and organizational strategy
• Maintain engagement and momentum through complex, mid to long-term, multi-stakeholder sales cycles
• Monitor, set and manage appropriate expectations with prospects to set the stage for successful implementations
• Collaborate regularly with Array’s clinical, operational and technical teams to roll out new contracts and play a significant role in communicating with new partners along the implementation timeline
• Diligently document sales information and activity within Salesforce CRM
• All other duties as assigned

Sales Director – Northeast Region

Therapist

• Provide mental health services such as intake, therapy and counseling
• Provide video-based behavioral health assessment with patients
• Assist with de-escalation and stabilization
• Phone or video capture any readily available collateral information from other sources
• Analyze psychological/psychosocial aspects of individual interrelationships to gain understanding of an individual’s thoughts, feelings, and behaviors
• Provide written recommendation on next level of assessment or care
• Maintain documentation within partner site’s EMR
• Maintain a therapeutic and safe environment for all
• Provide observational feedback within the multidisciplinary team context
• Maintain all required certifications and licenses