Shift Coordinator

Array Behavioral Care, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Array Behavioral Care is seeking a dedicated and proactive Shift Coordinator to join our growing Access Center team. As the nation's leading virtual psychiatry and therapy practice, Array is committed to transforming access to quality behavioral health care. This role is pivotal in ensuring the seamless operation of our Access Center, directly impacting our ability to provide timely and effective support to individuals seeking mental health services. You will be instrumental in implementing key initiatives and overseeing the daily operational flow of the Access Center during your assigned shift, ensuring that our mission of accessible, high-quality care is consistently met.
• In this critical role, you will supervise Access Center Representatives (ACRs) assigned to your shift, fostering an environment of efficiency, professionalism, and patient-centered support. Your leadership will directly contribute to achieving key performance indicators, such as ensuring 95% of calls are answered for the shifts you supervise and maintaining an 85% on-time delivery percentage for tasks and services rendered. This involves not only direct supervision but also active participation in the development and refinement of systems and procedures designed to maximize the efficacy of the Access Center.
• A significant part of your responsibility will involve handling a high volume of incoming calls and inquiries from a diverse range of stakeholders, including community members seeking assistance with accessing behavioral health services, and behavioral health organizations requiring support. You will need to adeptly prioritize cases based on evolving needs and available resources, ensuring that urgent situations are addressed promptly and effectively. This requires a keen understanding of the urgency and sensitivity inherent in behavioral health care.
• Collaboration with our clinical team is a cornerstone of this position. You will work closely with psychiatrists, therapists, and other clinicians to help triage their requests, organize their workloads, and facilitate the secure exchange of documentation. Effective communication with partner organizations will also be a key function, ensuring that all parties are informed and aligned.
• Meticulous documentation is essential. You will be responsible for accurately documenting all requests, interactions, and case progress within our database systems. This data is crucial for tracking performance, identifying trends, and ensuring continuity of care. Furthermore, you will manage resources, systems, and specific requirements from various partner organizations, translating complex information into actionable insights for clinicians and administrators.
• Technical proficiency is also a requirement. You will conduct video and phone test calls, and perform basic technology troubleshooting for organizations, providers, and consumers. This ensures that our virtual care platform operates smoothly and that all users can access the services they need without technical barriers.
• You will play a vital role in monitoring cases from initiation through completion, ensuring that service level agreements (SLAs) are consistently maintained. This proactive approach to case management guarantees that our patients receive the support they require in a timely manner. Providing detailed daily, weekly, and monthly SLA reports to leadership will be a key responsibility, offering insights into operational performance and areas for improvement.
• Proactive communication with management is paramount. You will be expected to keep leadership informed of any issues, challenges, or potential risks that arise during your shift, enabling swift and effective problem-solving. Monitoring agent status and dynamically redistributing cases as needed will ensure optimal resource allocation and efficient workflow management. This role offers a unique opportunity to contribute to the growth and expansion of Array Behavioral Care by promoting our services and upholding our commitment to excellence in mental health care delivery.

🎯 Requirements

• 3+ years of healthcare call center experience
• HS Diploma or equivalent required, College degree preferred
• Capacity to work a minimum of 40 hours/wk avg. with at least one weekend shift/wk
• Basic understanding of hospital and behavioral health systems is required
• Tech-savvy, with knowledge of telephone equipment and relevant computer programs
• Excellent organizational and leadership skills
• Ability to problem solve quickly under pressure with a high level of professionalism
• Independent worker with strong organizational and time-management skills
• Ability to multitask effectively

🏖️ Benefits

• Competitive pay range of $22 - $25 per hour
• Comprehensive medical, dental, and vision insurance
• Employer-paid life & long-term disability insurance
• Generous PTO (15 days annually), 8 paid holidays, and 3 floating holidays
• 401k retirement savings plan

Skills & Technologies

Remote

$22-25/hr

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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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