Call Center Representative Job at New York Psychotherapy and Counseling Center (

Overview

New York Psychotherapy and Counseling Center (NYPCC) is hiring for a Full-time Call Center Representative. This is a fully remote position with an initial 30-day onsite training period in the Bronx clinic before transitioning to full remote work. Must live in the Tri-State area.

Responsibilities

• Answer all inbound calls with professionalism and a customer service framework.
• Follow up on inbound calls to resolve issues, document/relay messages, and handle soft transfers as needed.
• Assist with appointment scheduling calls, follow up on missed appointments, and conduct outbound confirmation calls.
• Triages calls to determine if requests are inquiries, complaints, or grievances; escalate, resolve, and conduct service recovery as needed.
• Identify and escalate emergency distress or client safety concerns to the Senior Clerical, management, or clinical supervisors.
• Document and complete Call Center forms; fulfill surveys/reports issued by the Call Center Supervisor.
• Complete Call Center task assignments from the management team.
• Maintain consistency in achieving daily/weekly phone operations and performance metrics.
• Maintain confidentiality and comply with HIPAA regulations.
• Assist with intake calls for case management as needed; provide support to the clinical team and chart maintenance.
• Perform other duties as assigned by the Senior Clerical Team and the Call Center Supervisor.

Qualifications

• Fully bilingual in English and Spanish.
• 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health settings.
• High School Diploma or equivalent.
• Proficient in MS Office (Outlook, Word, Excel) and able to learn new software.
• Ability to work with difficult clients; detail-oriented with strong multi-tasking skills.
• Team player with the ability to work under pressure in an outpatient environment.
• 1 form of unexpired picture ID required (see options below).

• Unexpired passport; OR
• Driver’s License AND Social Security Card; OR
• State ID Card AND Social Security Card

Location & Schedule

• This is a fully remote position.
• Schedule options: Tuesday-Saturday or Sunday-Thursday.
• Must travel to the Bronx clinic for a 30-day onsite training period before transitioning to fully remote.
• Must live in the Tri-State area.

Compensation & Benefits

• Salary: $20.00 - $23.00 per hour
• Medical, Dental, and Vision Insurance paid by NYPCC
• Paid Time Off and company-paid holidays
• Annual rate increases; 403B retirement plan with match
• Continuing education opportunities; NYPCC Academy
• Professional development and other benefits listed by NYPCC

Equal Opportunity

NYPCC is an Equal Opportunity Employer. All 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.