New York Psychotherapy and Counseling Center (NYPCC)

QA Engineer

• Provide Administrative Support to the QA team
• Project management support
• Generate and maintain accurate data using spreadsheets
• Follow up with staff regarding QA issues and track outstanding issues
• Organize agendas, generating meeting minutes, and maintaining order within the team shared folders
• Take meeting minutes.
• Accurately plan, organize and prioritize tasks given by the QA team
• Perform other duties as assigned by the QA team

Quality Assurance Assistant

Call Center Representative

• 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.