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 engagement, accountability, and adherence to service standards.

• Oversee daily navigation and coordination task execution and workflow coordination, assisting with real-time adjustments and resource alignment to support service level goals.

• Monitor team workload, task completion, and productivity throughout shifts; flag capacity or performance concerns and escalate as needed.

• Conduct regular 1:1 coaching check ins focused on skill development, quality reinforcement, and performance support.

• Document coaching conversations, observations, and key feedback accurately and consistently in accordance with established guidelines.

• Recognize strong performance and provide targeted coaching and training support to team members who need additional guidance, escalating ongoing concerns to leadership as appropriate.

• Coordinate scheduling needs by tracking time off requests, callouts, and coverage requirements, and communicating attendance or scheduling issues to leadership per policy.

• Serve as a primary point of contact for frontline staff, encouraging open communication and addressing day-to-day questions or concerns.

• Review and submit timekeeping records for accuracy and compliance, escalating discrepancies or issues for resolution.

• Partner with the Quality Assurance Manager to reinforce quality standards and support consistent application of feedback and expectations.

• Respond to patient and provider escalations within defined guidelines, troubleshooting issues and escalating complex cases as needed to ensure appropriate service recovery.

• Act as a communication bridge between frontline agents and call center leadership by surfacing trends, sharing feedback, and offering operational recommendations.

• Performs other duties as needed

WHAT WE’RE LOOKING FOR 

•  3+ years of call center or contact center operations experience within healthcare or behavioral health

• Bachelor’s degree in business administration, Communications, or a related field (optional)

• Strong leadership and people management skills

• Expertise in call center technologies, CRM systems, and workforce management tools

• Proficient in Excel and data management tools

• Working knowledge of MS Office, Salesforce, and Outlook

• Analytical skills for interpreting performance metrics and driving improvements

• Excellent communication and problem-solving abilities

• Ability to manage large teams and influence cross-functional decisions

• Ability to work in fast-paced, high-volume environments

• Familiarity with compliance standards and quality assurance frameworks

• 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

POSITION LOGISTICS 

• 100% remote position

• Report to Senior Manager, Access Center

COMPENSATION AND BENEFITS 

• The pay range for this role is $77,000 - $94,000 per year. 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 

Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be firstname.lastname@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.