Array Behavioral Care

Manager, Patient Contact Center

Array Behavioral Care

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $77,000 - $94,000 per year

About the role

  • 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

Requirements

  • 3+ years of call center or contact center operations experience within healthcare or behavioral health
  • Bachelor’s degree in business administration, Communications, or a related field (optional)
  • Strong leadership and people management skills
  • Expertise in call center technologies, CRM systems, and workforce management tools
  • Proficient in Excel and data management tools
  • Working knowledge of MS Office, Salesforce, and Outlook
  • Analytical skills for interpreting performance metrics and driving improvements
  • Excellent communication and problem-solving abilities
  • Ability to manage large teams and influence cross-functional decisions
  • Ability to work in fast-paced, high-volume environments
  • Familiarity with compliance standards and quality assurance frameworks
  • Organization and time management skills with the ability to multitask
  • Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner
Benefits
  • 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
  • Flexible spending accounts (FSA) contributions
  • Health savings account (HSA) contributions
  • 15 days of accrued PTO annually
  • 8 paid holidays
  • 3 floating holidays
  • 401k
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center operationscontact center operationsdata managementperformance metrics analysisworkforce managementpolicy developmentKPI monitoringcoachingschedulingresource allocation
Soft Skills
leadershippeople managementcommunicationproblem-solvingorganizationtime managementmultitaskingengagementaccountabilityadaptability