Call Center Representative

Company Description

Celebrating 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) has been at the forefront of mental health and wellness; assisting children, families, and individuals with behavioral and emotional challenges at our five locations throughout the city.  

NYPCC is the leading pioneer of community mental health services, serving over 15,000 clients per month.  We run and operate the largest clinic in the State of New York and pride ourselves on innovation and “caring for the community” by providing in-person and telehealth services for our clients while offering an unsurpassable and competitive compensation structure and benefits package to our team of dedicated employees. 

NYPCC is certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. NYPCC is proud of our ongoing commitment to employee mental health and well-being. 

Why Work at NYPCC:

• 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

Job Description

• 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.

Qualifications

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• 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

Additional Information

• This is a FULLY REMOTE POSITION 
• Schedule Options:
  • Tues-Sat
  • Sun-Thurs 
• Must be willing and able to travel to Bronx clinic for a 30 day onsite training period before transitioning into fully remote.
• MUST LIVE IN THE TRI-STATE AREA
• 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.

Salary: $20.00 - $23.00 per hour

Compensation commensurate with experience and qualifications.

NYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.

NYPCC is an Equal Opportunity Employer

All your information will be kept confidential according to EEO guidelines.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.