Care Navigation Supervisor

Array Behavioral Care

1d • $27 - $33 • Remote

About The Position

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 Care Navigation Supervisor is responsible for leading, developing, and supporting the Care Navigation Team 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 Care Navigation Supervisor 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 the Quality Assurance Manager and call center leadership to identify trends, support continuous improvement efforts, and maintain team engagement and accountability.

Requirements

• 4+ years of experience in a call center setting, with at least 1.5 years in a supervisory or lead role.
• Strong coaching and team-support skills, with the ability to reinforce performance expectations and support efficient service delivery in a fast-paced setting.
• Demonstrated ability to coach, mentor, and support team members in developing skills and meeting established performance standards.
• Strong problem-solving skills, particularly in handling escalations and troubleshooting service issues within defined guidelines.
• Excellent communication and interpersonal skills, with the ability to provide clear guidance, deliver feedback effectively, and promote positive team morale.
• Ability to monitor team performance and productivity, identify trends or concerns, and escalate issues in accordance with established policies and procedures.
• Comfortable identifying operational inefficiencies or service challenges and providing observations and recommendations to leadership.
• Ability to review and interpret performance metrics to support coaching efforts and identify opportunities for improvement.
• Demonstrated ability to de-escalate conflicts and address concerns with team members and patients in a professional and respectful manner.
• Experience supporting process improvements or initiatives by reinforcing changes, tracking adoption, and providing feedback to leadership.
• Ability to support and guide a diverse team while promoting inclusive, respectful, and professional communication.
• 100% remote position
• Required to have a private office space in home or elsewhere for confidentiality

Responsibilities

• Supervise, mentor, and support a team of Tier I & II Care Navigation agents, promoting engagement, accountability, and adherence to service standards.
• Oversee daily 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed