Call Center Representative

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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New York Psychotherapy and Counseling Center (NYPCC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1974

⚕️ Healthcare Insurance

🤝 Non-profit

🧘 Wellness

Healthcare Insurance • Non-profit • Wellness

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 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) • 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.

🎯 Requirements

• Must be fully Bilingual in English and Spanish • 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. • High School Diploma or equivalent 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

🏖️ Benefits

• 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