Access Center Representative – Call Center, 1st Shift

Position Overview

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.

Job Responsibilities

• 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

Job Requirements

• 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
• Familiarity with computer systems such as Outlook, Adobe, and Microsoft products
• Familiarity 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

Logistics

• Remote Position, must be located in EST or CST
• Full-time employment
• 1st Shift: Tuesday through Saturday; 8:00am – 4:30pm
• Holiday and weekend coverage required

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment.  We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

EOE M/V/F/D