Flex Access Center Representative

Array Behavioral Care, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Array Behavioral Care is at the forefront of revolutionizing mental healthcare, establishing itself as the nation's premier virtual psychiatry and therapy practice. Our core mission is to dismantle barriers and enhance access to high-quality, timely behavioral health services. We achieve this through cutting-edge telepsychiatry solutions and a comprehensive service model that addresses the entire patient care continuum, from initial hospital engagement to ongoing home-based support. By forging strategic partnerships with an extensive network of hospitals, health systems, community healthcare organizations, and payors, Array is dedicated to improving patient outcomes and delivering exceptional care.
• As a Flex Access Center Representative, you will be an integral part of our 24/7/365 Access Center, providing critical, timely, and compassionate support to individuals and organizations seeking behavioral health services. This role is pivotal in maintaining our high service standards and ensuring operational efficiency. You will masterfully balance frontline call handling with essential shift coordination duties, demonstrating exceptional adaptability and a steadfast commitment to service excellence.
• Your primary responsibilities will include managing a high volume of inbound calls, expertly triaging requests, prioritizing cases based on urgency, and seamlessly coordinating with our dedicated clinical teams to guarantee prompt and effective care delivery. You will also be responsible for diligently monitoring and responding to all incoming emails and voicemails throughout your shift, ensuring no inquiry goes unaddressed.
• A key aspect of this role involves the meticulous review of incoming faxes, ensuring they are accurately attached to the correct patient encounters within our system. Furthermore, you will undertake the critical task of completing review and paperwork corrections, verifying that all required documentation is accurate, complete, and correctly assigned to the appropriate partner organization. This includes, but is not limited to, specialized forms such as Part 6 forms (PA), 24-hour certifications (DE), IVC paperwork (NJ), and any other necessary state-specific or partner-required documentation.
• Upon completion, you will be responsible for faxing or emailing these finalized forms and paperwork to the designated sites, adhering strictly to established protocols. To support our operational flow, you will provide essential assistance to Shift Coordinators as needed, stepping in to ensure continuity and efficiency during peak times or when coverage is required.
• Accurate and thorough documentation is paramount. You will meticulously record all interactions, service requests, and case notes within our database, maintaining a comprehensive and up-to-date record of patient engagement and care coordination.
• In this role, you will also conduct essential video and phone test calls to ensure the integrity of our remote service delivery. You will provide basic technical troubleshooting support to both patients and clinicians, resolving common connectivity and platform issues to facilitate seamless virtual interactions.
• A significant part of your contribution will involve managing and translating complex information from various systems and organizational stakeholders to our clinicians and administrators, ensuring clear and concise communication channels.
• You will actively monitor key performance indicators, including service level agreements (SLAs), ensuring strict adherence to these standards throughout your assigned shifts. This proactive approach helps us maintain optimal performance and patient satisfaction.
• Beyond frontline duties, you will provide crucial shift-level support. This includes monitoring the status of Access Center agents, strategically redistributing cases to balance workloads, and expertly handling escalated issues, ensuring swift and effective resolution.
• You may also be called upon to assist with training new team members, providing constructive feedback to peers, and contributing to performance reporting, all of which are vital for continuous improvement within the Access Center.
• Furthermore, you will play a role in supporting the development and refinement of Access Center procedures, offering insights and suggestions to enhance our operational effectiveness and service delivery.
• This role is dynamic and may involve other duties as assigned, reflecting the evolving needs of a leading virtual healthcare provider.

🎯 Requirements

• Minimum of 2 years of experience in an Access Center Intake/Prep role.
• Basic understanding of hospital and behavioral health systems.
• 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.

🏖️ Benefits

• Competitive hourly pay range of $20 - $22.
• Comprehensive medical, dental, and vision insurance.
• Employer-paid life and long-term disability insurance.
• Generous PTO (15 days annually), 8 paid holidays, and 3 floating holidays.
• 401k retirement savings plan.

Skills & Technologies

Remote

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Array Behavioral Care, Inc.

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About Array Behavioral Care, Inc.

Array Behavioral Care provides nationwide telepsychiatry services, connecting health systems, community hospitals, clinics, and payers with psychiatrists and licensed therapists via secure video. Founded as the first U.S. telepsychiatry service in 1999, it delivers on-demand, scheduled, and integrated behavioral health care across emergency, inpatient, and outpatient settings. The company supports clinical quality, regulatory compliance, and claims management, aiming to improve access to mental health treatment and reduce care gaps for diverse patient populations.

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