Clinician Technical Operations Support Specialist

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 Clinician Technical Operations Support Specialist serves as the primary point of contact for clinicians seeking technical and operational assistance while delivering care through Array's OnDemand service model. This position provides responsive support for system access, authentication, connectivity, clinical applications, and other technology-related issues that impact clinician readiness, productivity, and patient care. The role blends hands-on technical support with clinician-facing operations coordination. Working with a high degree of independence within established processes, the specialist triages and resolves routine issues, coordinates escalations, supports clinicians in maintaining access to required systems and applications, serves as a subject matter expert for clinician-facing technology workflows, maintains accurate support resources, and identifies recurring issues that may require broader process or system improvements. The position partners closely with Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and external partners to deliver a reliable and positive clinician support experience. WHAT YOU’LL DO Clinician Technical Operations & Support Serve as the primary point of contact for clinicians requiring technical or operational assistance related to the OnDemand service delivery model, providing clear, professional, and service-oriented support. Ensure clinicians have reliable access to systems, applications, and resources required to deliver uninterrupted patient care by troubleshooting and resolving routine issues involving system access, authentication, connectivity, remote access, clinical applications, and related workflows; escalate complex or high-impact issues to the appropriate internal or external resource. Support established service standards and recommend practical refinements that improve response consistency and the clinician experience. Incident Management & Service Continuity Coordinate real-time incident response activities and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations. Support scheduled and unscheduled system downtime events by executing established communication, escalation, and continuity procedures. Develop and maintain troubleshooting documentation, response protocols, and operational playbooks and provide updates as needed. Monitor issue resolution progress and ensure appropriate follow-up to minimize recurring disruptions and clinician downtime. Recognize repeat incidents or unresolved risks and elevate trends to leadership with relevant context and recommended next steps. Partner Configuration & Knowledge Management Maintain centralized documentation of partner-specific technical requirements, workflows, system configurations, and support procedures. Create and maintain technical resource libraries, including access requirements, authentication processes, downtime procedures, escalation paths, and partner contact information. Identify recurring support needs and recommend updates to support resources and documentation. Reporting, Analytics & Continuous Improvement Track support requests, incidents, and service interruptions and communicate recurring issues to leadership. Compile and interpret basic support metrics and recurring issue trends, and communicate observations to leadership and cross-functional partners.