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 position plays a key role in coaching, mentoring, and managing team performance while ensuring daily operations run smoothly and team members remain engaged, supported, and accountable. The Care Navigation Supervisor will bring strong leadership and problem-solving skills and will work closely with frontline agents, the Quality Assurance Manager, and call center leadership to handle escalations, optimize workflows, and drive continuous improvements. Additionally, this role involves overseeing scheduling, payroll approvals, time-off requests, and overall workforce management to ensure adequate coverage and adherence to policies. 

WHAT YOU’LL DO

• Supervise, mentor, and support a team of Tier I & II Care Navigation agents, ensuring high engagement and accountability across all team members.  
• Ensure all daily tasks are completed efficiently and accurately, shifting resources as needed to maintain SLAs.  
• Monitor team workload and task completion, ensuring consistency and productivity throughout shifts.  
• Conduct weekly 1:1 coaching sessions, providing constructive feedback and professional development support.  
• Ensure coaching notes, performance documentation, and key feedback are accurately recorded and maintained.  
• Identify and engage top performers while supporting underperformers through coaching, training, and clear performance expectations.  
• Manage time-off requests, track callouts, and ensure adequate team coverage, enforcing attendance and scheduling policies as needed.  
• Act as the primary point of contact for the team, fostering open communication and quickly addressing concerns.  
• Approve timesheets and ensure accurate timekeeping and compliance with scheduling policies.  
• Partner with the Quality Assurance Manager to ensure adherence to standards, providing support and reinforcement across the team.  
• Handle patient and provider escalations, troubleshooting issues quickly and ensuring service recovery when necessary.  
• Serve as a key part of the feedback loop between frontline agents and call center leadership, surfacing issues, making recommendations, and contributing to process improvements.  
• Performs other duties as needed 

WHAT WE’RE LOOKING FOR

• 4+ years of experience in a call center setting, with at least 1.5 years in a leadership or supervisory role. 
• Experience leading teams in customer service or telehealth settings, with a strong preference for experience in the healthcare space. 
• Skilled at coaching teams, managing performance, and ensuring efficient service delivery in a fast-paced environment. 
• Proven ability to coach, mentor, and develop team members to achieve performance goals. 
• Strong problem-solving skills, particularly in handling escalations and troubleshooting service issues. 
• Excellent communication and interpersonal skills, with a focus on providing clear guidance and maintaining team morale. 
• Ability to manage team performance, track productivity, and enforce policies as needed. 
• Comfortable providing recommendations to leadership when identifying inefficiencies or challenges impacting service delivery. 
• Ability to analyze performance metrics and use data to drive improvements and strategic decisions. 
• Expertise in resolving conflicts within the team and with patients to maintain a positive work environment. 
• Skills in managing projects and initiatives to improve service delivery and team efficiency. 
• Ability to lead a diverse team and ensure inclusive and respectful communication. 

POSITION LOGISTICS

• 100% remote position
• Reports to Director, Call Center Operations
• Required to have a private office space in home or elsewhere for confidentiality

COMPENSATION AND 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