Call Center Representative
New York Psychotherapy and Counseling Center (NYPCC)
Job highlights
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 Driverβs 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
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