Call Center Representative, Bilingual Spanish

🔥 2 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $20 - $21 / hour

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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New York Psychotherapy and Counseling Center (NYPCC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1974

🏥 Healthcare

⚕️ Healthcare Insurance

🤝 Non-profit

Healthcare • Healthcare Insurance • Non-profit

New York Psychotherapy and Counseling Center (NYPCC) is a nonprofit organization dedicated to providing accessible and quality mental health care to underserved populations in New York City. The center operates modern, welcoming mental health facilities licensed by the New York State Office of Mental Health and staffed with bilingual and multicultural clinicians, as well as board-certified psychiatrists. NYPCC offers services to clients of all ages, addressing issues such as stress, depression, anxiety, and trauma through both in-person and telehealth options. Their commitment extends to extensive community outreach programs, including educational workshops and collaborations with schools. Additionally, NYPCC provides comprehensive care coordination through its Gateway to Wellness program, ensuring clients have access to the necessary resources to maintain their overall health. Open seven days a week, NYPCC emphasizes its commitment to timely and inclusive mental health services.

📋 Description

• Answer inbound calls professionally using customer service framework communication • Follow up on inbound calls by resolving issues, documenting or relaying messages, and handling soft transfers • Assist with appointment scheduling, missed-appointment follow-ups, and outbound confirmation calls • Triage calls to identify requests, inquiries, complaints, or grievances; escalate, resolve, and conduct service recovery • Identify and escalate emergency distress or client safety concerns to Senior Clerical, management, or clinical supervisors • Complete Call Center Forms and maintain data call logs • Fulfill surveys and reports issued by the Call Center Supervisor • Complete Call Center task assignments from management • Meet daily and weekly phone operations, performance metrics, and goals • Maintain confidentiality and comply with HIPAA regulations • Assist with case-management intake calls during coverage and staff call-outs • Support the clinical team and maintain charts as needed • Perform other duties assigned by the Senior Clerical Team and Call Center Supervisor

🎯 Requirements

• Fully bilingual in English and Spanish • 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in a medical or community mental health office • High School Diploma or equivalent • Proficiency in MS Office, including Outlook, Word, and Excel • Ability to learn new software • Ability to work with difficult clients • Detail-oriented and able to multitask • Team player • Ability to thrive under pressure in an outpatient client environment • 1 form of non-expired picture ID: unexpired passport, or driver’s license and Social Security Card, or state ID card and Social Security Card • Must be willing and able to travel to the Bronx clinic for approximately 45–60 days of in-person training • Must live in the Tri-State Area • Ability to maintain confidentiality and comply with HIPAA regulations • Ability to cope with mental and emotional stress related to the position • Ability to function independently with flexibility, consistency, and professionalism • Ability to comply with NYPCC policies and procedures

🏖️ Benefits

• Competitive compensation • Outstanding benefits • Career growth through the Academy and leadership development programs • Collaborative, mission-driven culture • Fully remote work after approximately 45–60 days of in-person training