Care Navigation Agent

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

Array is looking for a Care Navigation Agent to provide compassionate, detail-oriented support to patients and clinicians. In this role, you will serve as a trusted liaison between patients and clinicians, ensuring seamless communication and a high level of patient care.

You will interact with patients via phone, email and chat helping them schedule appointments, answer questions about our services, provide technical support and relay important information between patients and clinicians.

The ideal candidate is a skilled communicator and problem solver who thrives in a fast-paced, remote environment. They are comfortable handling sensitive patient information, navigating complex conversations, and advocating for patient needs.

What You’ll Do

• Support both new and existing patients with a focus on delivering exceptional service that encourages long-term engagement and patient retention.
• Demonstrate empathetic, patient-centric support through phone, email, and chat, ensuring timely and thoughtful responses.
• Act as a liaison between patients and Clinicians, relaying critical information with accuracy.
• Guide patients through scheduling, telehealth services, technical support and general inquiries about Array’s offerings.
• Offer personalized assistance, helping patients navigate their care journey with compassion and professionalism.
• Maintain high accuracy and attention to detail, ensuring that patient information is relayed correctly.
• Identify patient pain points and share insights to improve the overall experience.
• Stay informed about Array’s evolving services to provide accurate and up-to-date support.
• Provide patients with technical support to help navigate difficulties with accessing their Telehealth services.
  
  
  

What We’re Looking For

The ideal candidate has experience in customer support and/or patient-facing roles and is passionate about delivering empathetic, high-quality service. They excel at navigating complex conversations, maintaining accuracy in sensitive information, and problem-solving to ensure a seamless patient experience. Strong communication skills, attention to detail, and technical proficiency are essential for success in this role.

• 1.5+ years of experience in customer support and/or patient-facing roles, preferably in a remote setting.
• Strong verbal and written communication skills, with the ability to build rapport and navigate difficult conversations.
• Empathetic, patient-centered approach, with a passion for helping people through complex health journeys.
• Ability to solve problems creatively, ensuring smooth patient experiences.
• Strong technical skills, comfortable navigating multiple systems and working with sensitive data.
• Medical reception experience and familiarity with Electronic Health Records are a plus but not required.
• A quiet, private workspace with reliable internet to support confidential patient communications.
  
  
  

POSITION LOGISTICS

• 100% remote position
• Required to have a private office space in home or elsewhere for confidentiality
  
  
  

Compensation And Benefits

• The pay range for this role is $20 an hour, up to $22 per hour for individuals who are bilingual in Spanish. 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