Call Center Representative

Summary

Join a dynamic team at New York Psychotherapy and Counseling Center (NYPCC) as a Call Center Representative. This fully remote position offers competitive compensation and benefits, including student loan repayment, productivity bonuses, and paid time off. The ideal candidate is bilingual in English and Spanish, has experience in a fast-paced office environment, and possesses excellent communication and problem-solving skills.

Requirements

• Must be Fully Bilingual in English and Spanish
• High School Diploma or equivalent is required
• Must have 1 to 2 years of Call Center Representative experience in a fast paced office, preferably in medical or community mental health office, is required
• Must be proficient in MS Office (Outlook, Word, and Excel)
• Must have the ability to learn new software
• Possesses the personality and demeanor to work with difficult clients
• Must be detail-oriented and have the ability to multi-task
• Must be a team player
• Thrives under pressure in an outpatient client environment

Responsibilities

• Answer all inbound calls with professionalism and customer service framework communication
• Following up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed
• Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)
• Responsiveness to voicemails throughout shift and overnight call center messages
• Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery
• Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors
• Document and complete Call Center Form for data call log. Fulfill surveys/reports issued by Call Center Supervisor as needed
• Complete Call Center task assignments provided by management team
• Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals
• Maintain confidentiality and always comply to HIPAA regulations
• Assist with intake calls for case management as needed for coverage and staff call outs
• Provide support to the clinical team and chart maintenance as needed
• Perform other duties and tasks as assigned by Senior Clerical Team
• Perform other related duties and tasks as assigned by the Call Center Supervisor

Benefits

• We Pay Down Your Student Loans!
• Productivity Bonus
• Medical, Dental, and Vision Insurance is Paid for by NYPCC 100%
• Paid Time Off and Company Paid Holidays
• Annual Rate Increases
• 403B Retirement Plan with Match!
• Continuing Education Opportunities Available
• Professional Development through NYPCC Academy