Access Center Manager (Call Center)

Position Overview

Array is looking for an experienced, empathic manager to hire, train, coach, and lead remote call center representatives as they provide support hospital team members and clinicians of Array’s OnDemand virtual behavioral healthcare practice.  The Manager of Access Center is responsible for the day-to-day operations of this vital team that functions much like a virtual call center. The Manager should be knowledgeable on the team’s operational tasks and will be responsible for overseeing and enhancing workflows, making data-driven decisions, providing coaching to team members, and working with stakeholders across the organization to ensure partner and patient satisfaction ensuring access to quality behavioral care. The Access Center Manager is responsible for the 100% virtual operational aspects of the Access Center and implementing several Access Center initiatives.

Job Responsibilities

• Supervise, interview, hire, train, coach, and lead virtual behavioral healthcare call center representatives as they provide support to patients and clinicians
• Develop skills, retain talent, and ensure employee and customer satisfaction, leverage systems, and improve efficiency
• People management tasks including but not limited to, managing vacations/PTO, running team and individual meetings, conducting performance reviews, managing performance and improvement plans, and scheduling to ensure coverage for 24/7 call center operation
• Answer questions from Access Center staff and provide coaching, guidance, and feedback
• Promote quality and efficiency by guaranteeing Access Center Representatives are proficiently identifying action steps and efficiently handling service coordination and clinician availability
• Handle escalation situations professionally, effectively, and timely
• Respond promptly to representatives’ questions, guiding them through difficult calls or issues, diffusing frustrated situations, or handling issues; step in as needed for call coverage
• Ensure quality performance through call monitoring and case management quality assurance
• Oversee and maintain multiple system logins for Access Center Representatives, including but not limited to: Electronic Medical Record, phone and chat program functions, other internal systems
• Assist operations and other functions to improve processes for efficiency as well as establishing call center KPIs and goals
• Assist in the formulation of individual performance targets and team goals and metrics
• Facilitate and coordinate weekly and monthly metric and performance reports with Access Center staff and deliver reports and data in meetings and direct conversations
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Develop and update performance objectives metrics and SOPs for the Access Center’s day-to-day activities (e.g., calls received, handle times)
• All other duties as assigned

Job Requirements

• Bachelor’s degree or equivalent call center experience required
• Two (2) or more years of experience supervising a call center team
• Two (2) or more years of call center experience, preferably in healthcare or behavioral health
• Ability to lead, coach, develop, and retain team members
• Proficient in Excel and data management tools
• Working knowledge of MS Office, Salesforce, and Outlook
• Tech savvy with knowledge of telephone equipment, video conferencing and other relevant platforms
• Knowledge of performance evaluation procedures
• Outstanding communication skills
• Dedicated to a results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure
• Knowledge of healthcare industry, services, and practices
• Proven experience exhibiting exceptional customer service and strong interpersonal and communication skills via phone, video, email, and face-to-face
• Knowledgeable about the availability of resources and process to access needed healthcare resources
• Comfortable working with technology
• 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
• Independent worker and comfortable managing a remote team

Logistics

• Remote position – EST or CST schedule (rotating shift for 24/7 coverage)
• Full-time employment
• Lead a fully remote, high-energy team

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