Temporary 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. 

The Access Center Representative is responsible for serving as the primary point of contact for individuals, organizations, and providers seeking behavioral health services. This role ensures timely coordination and support for telepsychiatry encounters while maintaining high standards of accuracy and customer service. This position plays a key role in Array’s 24/7/365 Access Center by triaging requests, prioritizing cases, and facilitating communication between providers and organizations to deliver efficient, on-demand behavioral health care. The Access Center Representative will bring strong organizational skills, attention to detail, and the ability to manage high-volume interactions in a fast-paced environment. They will work closely with on-call providers, clinical teams, and administrative staff to ensure accurate documentation, smooth technology setup, and effective resource management.

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

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  Prioritize cases based on shifting needs and resources

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  Work with on-call providers including physicians to help triage requests, organize their workload, send, and secure documentation and communicate with organizations

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  Document all requests and encounters into a database

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  Manage resources, systems, and requirements from a variety of organizations and translate pertinent information to on-call providers and administrators

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

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  Other duties as assigned

•  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

• 100% remote position

• Reports to the Senior Manager, Access Center