New York Psychotherapy and Counseling Center (NYPCC)
Call Center Representative
New York Psychotherapy and Counseling Center (NYPCC), New York, New York, us, 10261
New York Psychotherapy and Counseling Center (NYPCC) is a mission‑driven mental health leader serving 15,000+ clients each month across four locations. We are committed to innovation and caring for the community through in‑person and telehealth services.
Benefits
We Pay Down Your Student Loans
Medical, Dental, and Vision Insurance 100% paid
Paid Time Off and Company Paid Holidays
Annual Rate Increases
403B Retirement Plan with Match
Continuing Education Opportunities
Professional Development through NYPCC Academy
Amazing Workplace Culture
Job Description
Answer all inbound calls with professionalism and customer‑service framework communication.
Follow up on 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 resolve and conduct service recovery.
Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation.
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 daily/weekly phone operations and performance metrics and goals.
Maintain confidentiality and always comply with 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 and Call Center Supervisor.
Qualifications
Fully bilingual in English and Spanish.
1–2 years of Call Center Representative experience in a fast pace office, preferably in medical or community mental health.
High School Diploma or equivalent.
Proficient in MS Office (Outlook, Word, Excel).
Ability to learn new software.
Possesses a calm demeanor to work with difficult clients.
Detail‑oriented and able to multi‑task.
Team player who thrives under pressure in an outpatient client environment.
1 form of valid ID (passport, driver’s license and SSN or state ID and SSN).
Additional Information
FULLY REMOTE POSITION.
Schedule Options:
Tues‑Sat Sun‑Thurs
Must be willing and able to travel to Bronx clinic for a 30‑day on‑site training before transitioning fully remote.
MUST LIVE IN THE TRI‑STATE AREA.
Ideal candidate possesses honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values of NYPCC.
Can develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures.
Salary Pay range: $20.00 – $23.00 per hour.
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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Mental Health Care
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Benefits
We Pay Down Your Student Loans
Medical, Dental, and Vision Insurance 100% paid
Paid Time Off and Company Paid Holidays
Annual Rate Increases
403B Retirement Plan with Match
Continuing Education Opportunities
Professional Development through NYPCC Academy
Amazing Workplace Culture
Job Description
Answer all inbound calls with professionalism and customer‑service framework communication.
Follow up on 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 resolve and conduct service recovery.
Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation.
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 daily/weekly phone operations and performance metrics and goals.
Maintain confidentiality and always comply with 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 and Call Center Supervisor.
Qualifications
Fully bilingual in English and Spanish.
1–2 years of Call Center Representative experience in a fast pace office, preferably in medical or community mental health.
High School Diploma or equivalent.
Proficient in MS Office (Outlook, Word, Excel).
Ability to learn new software.
Possesses a calm demeanor to work with difficult clients.
Detail‑oriented and able to multi‑task.
Team player who thrives under pressure in an outpatient client environment.
1 form of valid ID (passport, driver’s license and SSN or state ID and SSN).
Additional Information
FULLY REMOTE POSITION.
Schedule Options:
Tues‑Sat Sun‑Thurs
Must be willing and able to travel to Bronx clinic for a 30‑day on‑site training before transitioning fully remote.
MUST LIVE IN THE TRI‑STATE AREA.
Ideal candidate possesses honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values of NYPCC.
Can develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures.
Salary Pay range: $20.00 – $23.00 per hour.
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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Mental Health Care
#J-18808-Ljbffr