Call Center Representative

Summary

Join New York Psychotherapy and Counseling Center (NYPCC), a leading mental health provider, as a fully remote Call Center Representative! You will be responsible for answering inbound calls, scheduling appointments, handling client inquiries, and escalating emergencies. This position requires 1-2 years of call center experience, bilingualism (English/Spanish), proficiency in MS Office, and the ability to multitask in a fast-paced environment. NYPCC offers a competitive salary ($20-$23/hour), comprehensive benefits (including 100% employer-paid medical, dental, and vision insurance), paid time off, a 403(b) retirement plan with a match, and opportunities for professional development. A 30-day on-site training period in the Bronx is required before transitioning to fully remote work. The ideal candidate possesses strong integrity, self-care abilities, and a commitment to NYPCC's mission.

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
• 1 form of picture ID (non-expired) Unexpired passport: OR Driver’s License AND Social Security Card; OR State ID Card AND Social Security Card

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

Preferred Qualifications

• The ideal candidate for this position possesses a personal presence characterized by a sense of honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values NYPCC
• Has the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism
• Can develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures

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
• Amazing Workplace Culture
• This is a FULLY REMOTE POSITION