New York Psychotherapy and Counseling Center (NYPCC)

Call Center Representative

New York Psychotherapy and Counseling Center (NYPCC)

full-time

Posted on:

Location Type: Remote

Location: Remote • New York City • New York • 🇺🇸 United States

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Salary

💰 $20 - $23 per hour

Job Level

JuniorMid-Level

About the role

  • 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
Benefits
  • We Pay Down Your Student Loans!
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Call Center Representative experienceappointment schedulingdata call log documentationservice recoverycase management intakechart maintenanceHIPAA compliancemulti-tasking
Soft skills
professionalismcustomer serviceproblem-solvingdetail-orientedteam playerability to work under pressurecommunicationinterpersonal skills
Certifications
High School Diploma or equivalent