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 Flex Access Center Representative is responsible for delivering timely, compassionate, and effective support to individuals and organizations accessing behavioral health services through Array’s 24/7/365 Access Center. This position plays a key role in maintaining high service levels and operational efficiency by flexibly transitioning between frontline call handling and shift coordination responsibilities. The Flex Access Center Representative will bring strong communication skills, adaptability, and a commitment to service excellence, and will work closely with Access Center team members and leadership to ensure consistent, high-quality support and adherence to performance standards.

WHAT YOU’LL DO

• Handle high-volume inbound calls from individuals and organizations seeking behavioral health services.

• Triage requests, prioritize cases, and coordinate with clinicians to ensure timely care.

• Monitor and respond to emails and voicemails throughout the shift.

• Review incoming faxes and attach faxes to encounters as needed

• Complete Review and Paperwork Corrections, ensuring all required documentation is accurate and completed for the correct partner, including but not limited to:

• Part 6 forms (PA)

• 24-hour certifications (DE)

• IVC paperwork (NJ)

• And other required forms as needed.

• Fax ore-mail completed paperwork and forms to the appropriate site as required.

• Provide support to Shift Coordinators as needed.

• Document all interactions and service requests accurately in the database.

• Conduct video and phone test calls; provide basic tech troubleshooting.

• Manage and translate information from various systems and organizations to clinicians and administrators.

• Monitor service level agreements (SLAs) and ensure adherence during assigned shifts.

• Provide shift-level support including monitoring agent status, redistributing cases, and handling escalations.

• Assist with training, feedback, and performance reporting as needed.

• Support the development and refinement of Access Center procedures.

• Other duties as assigned.

WHAT WE’RE LOOKING FOR

• Minimum of 2 years experience in the Access Center Intake/Prep role.

• Basic understanding of hospital and behavioral health systems is required

• Strong communication, organizational, and multitasking skills.

• Tech-savvy with proficiency in Microsoft Office, Outlook, Adobe, and CRM/contact center platforms.

• Ability to work independently and collaboratively in a remote environment.

• Comfortable working flexible hours, including weekends.

• High school diploma required; college degree preferred.

POSITION LOGISTICS

• 100% remote position

• Reports to Sr. Manager, Access Center

COMPENSATION AND BENEFITS

• The pay range for this role is $20 - $22 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