Array Behavioral Care, a leader in virtual behavioral health services, is embarking on a major telepsychiatry technology transformation to modernize its platforms and prepare for future innovation. This initiative comes as part of a broader restructuring and strategic shift toward embedding technology at the heart of its operations. The company’s focus on telepsychiatry technology transformation underscores its commitment to delivering seamless, integrated mental health care on a national scale.
New Executive Leadership Driving Change
A significant aspect of Array’s telepsychiatry technology transformation is the appointment of two key executives: Christy Kisner as chief operating officer and Patrick Williamson as the company’s first-ever chief information officer. Williamson’s onboarding marks a pivotal moment in the organization’s evolution, emphasizing technology as a strategic driver rather than a support function.
“Before this role existed, the technology team was reactive,” Williamson said. Now, technology leaders are part of executive decision-making, actively innovating to create solutions that enhance clinical care and business operations alike. This approach is central to the telepsychiatry technology transformation underway at Array.
Restructuring for Strategic Alignment
The telepsychiatry technology transformation at Array follows major changes within the company’s leadership and organizational structure. After hiring Shannon Werb as CEO and adding new C-suite executives like Dr. Sara Gotheridge (chief medical officer) and Ben Schlang (chief financial officer), the company realigned its priorities to focus on operational excellence and technology-driven growth.
Early in 2024, Array made difficult decisions including layoffs impacting about 10% of its workforce. According to Werb, these moves were necessary to align resources with the company’s evolving strategic goals. This focus on alignment is a key foundation of the telepsychiatry technology transformation.
Streamlining Technology Platforms
One of the main challenges driving the telepsychiatry technology transformation is the fragmentation of Array’s existing technology infrastructure. Currently, the company operates three separate platforms for its various clinical service lines — including telepsychiatry in hospitals, outpatient care, and community-based services.
Patrick Williamson explained that while each system works well independently, integration across these platforms has been difficult. “If you want holistic reporting, quality measurements, or consistent clinical training, you’re forced to develop three separate programs,” he said.
The telepsychiatry technology transformation aims to standardize these systems into a unified platform with components tailored to specific service lines. This integration will reduce operational friction and improve data transparency, allowing better coordination across the entire organization.
Introducing AI and Innovation
As part of the telepsychiatry technology transformation, Array is exploring the introduction of artificial intelligence tools to enhance workflows, optimize reimbursements, and support clinical decision-making. Williamson and his team are collaborating with clinical leaders and product developers to identify where technology can streamline processes without compromising quality.
Investments in information security and compliance are also central to this transformation, with Array pursuing HITRUST accreditation and maintaining Joint Commission certification to ensure the highest standards of patient data protection.
Aligning People, Technology, and Product Strategy
Werb emphasized that the telepsychiatry technology transformation is not just about systems but also about people and product innovation. “It starts with people, it includes technology, and then there’s product strategy as we move into the future,” she said.
Christy Kisner, as COO, is focused on enhancing patient and provider engagement, recognizing that improved engagement leads to better outcomes. Kisner works closely with the chief medical officer in a dyad leadership model to ensure clinical and operational alignment supports the telepsychiatry technology transformation’s goals.
Preparing for Growth and Expansion
With a solid technology foundation, Array plans to accelerate growth and innovation in the latter half of 2024 and beyond. Werb highlighted ambitions to expand telepsychiatry services beyond traditional settings, such as making at-home services available to hospital partners and increasing outpatient offerings.
The telepsychiatry technology transformation will enable Array to better predict demand fluctuations, align staffing models, and respond agilely to changing needs from hospital and payer partners. Despite ongoing staffing challenges in the behavioral health sector, the company is committed to creating a scalable and efficient model supported by modern technology.
Partnership with CVS Health Ventures
In 2023, CVS Health Ventures invested $25 million in Array, signaling strong confidence in the company’s telepsychiatry technology transformation and strategic direction. CVS and Aetna’s involvement is helping shape the company’s future, particularly in expanding access for Aetna members and integrating services within the broader CVS ecosystem.
Werb noted that conversations at the executive and strategic level with CVS and Aetna continue to influence how Array aligns its offerings and technology roadmap as part of this transformation.
Conclusion
Array Behavioral Care’s telepsychiatry technology transformation represents a comprehensive effort to evolve from fragmented legacy systems into a unified, innovation-driven telehealth organization. By embedding technology leadership in the C-suite, streamlining platforms, introducing AI, and aligning people and products around a clear strategy, Array is positioning itself to lead in virtual mental health care for years to come.
