About the role
Array Behavioral Care delivers virtual psychiatry and therapy services nationwide. By connecting hospitals, health systems, community organizations, and payers, Array works to improve access to timely behavioral health care through telepsychiatry. The company’s network supports patients at every stage of care, from hospital to home.
Role Overview
The Quality Assurance Manager shapes and leads the Quality Assurance program for Array’s call center operations. This role builds scalable QA processes, develops quality scorecards for different business lines, and manages quality oversight for insurance verification, referrals, and scheduling. The manager uses data analysis and root cause investigation to drive process improvements, aiming to enhance the experience for patients, providers, and partners.
Key Responsibilities
Program Development and Implementation
- Design and roll out a scalable Quality Assurance program across multiple business lines and communication channels.
- Create and maintain QA scorecards to evaluate interactions and task performance, supporting consistent monitoring and actionable feedback.
- Document standard operating procedures and best practices within the QA framework.
- Set up auditing processes to support onboarding, training, and integration of new team members, ensuring adherence to quality standards.
Monitoring and Continuous Improvement
- Conduct regular audits and assessments of interactions and task execution across phone, chat, and email channels.
- Review feedback from patients, partners, and providers to spot trends and pinpoint opportunities for improvement.
- Deliver detailed reports and insights to call center leadership to support informed decisions.
