Access Center Representative
Role Overview
This is a junior-level remote role as an Access Center Representative, handling a high volume of calls to triage and streamline requests for behavioral health services. Day-to-day responsibilities include managing documentation, coordinating with on-call providers, and conducting technology troubleshooting. The hire will impact access to timely mental health care by ensuring efficient telepsychiatry encounters and excellent customer service.
Perks & Benefits
This is a 100% remote position requiring a private office space for confidentiality, with no explicit time zone expectations, offering flexibility. Benefits include medical, dental, and vision insurance, 15 days of PTO plus holidays, and a 401k plan. The role involves working in a 24/7 call center team, implying potential for varied shifts and opportunities for growth in a healthcare-focused environment.
Full Job Description
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
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