Manager, Patient Contact Center
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
The Manager, Patient Contact Center is responsible for leading, developing, and supporting the Care Navigation & Care Coordination Teams in delivering high quality, empathetic, efficient, and patient centered service. This role provides frontline supervision and operational oversight, with a primary focus on coaching, mentoring, and reinforcing performance expectations while ensuring daily workflows run smoothly.
The Manager, Patient Contact Center serves as a key point of support for frontline staff, assisting with real-time problem solving, handling escalations, and reinforcing quality and service standards. This position works closely with Quality Assurance and call center leadership to identify trends, support continuous improvement efforts, and maintain team engagement and accountability.
WHAT YOU’LL DO
- 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...