New York Psychotherapy and Counseling Center
Call Center Representative
New York Psychotherapy and Counseling Center, Bronx, New York, United States, 10451
divh2Call Center Representative/h2pNamed City and States Top Place to Work in NY (2025)
Join a mission-driven mental health leader serving 15,000+ clients each month!/ppCelebrating over 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) is a leader in community mental health, serving over 15,000 clients each month across four locations. We operate the largest mental health clinic in New York State and are committed to innovation and Caring for the Community through both in-person and telehealth services./ppNYPCC is proud to be certified as a Platinum Bell Seal organization by Mental Health America
the highest distinction for workplace mental health. We were also named one of the Top Places to Work in New York in 2025, reflecting our commitment to supporting, valuing, and investing in our dedicated team through competitive compensation, excellent benefits, and a mission-driven culture./ppWhy Work at NYPCC:/pulliWe Pay Down Your Student Loans!/liliMedical, Dental, and Vision Insurance is Paid for by NYPCC 100%/liliPaid Time Off and Company Paid Holidays/liliAnnual Rate Increases/lili403B Retirement Plan with Match!/liliContinuing Education Opportunities Available/liliProfessional Development through NYPCC Academy/liliAmazing Workplace Culture/li/ulh2Job Description/h2pAnswer all inbound calls with professionalism and customer service framework communication./ppFollowing up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed/ppAssist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)/ppTriage all calls
callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery./ppIdentify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors./ppDocument and complete Call Center Form for data call log. Fulfill surveys/reports issued by Call Center Supervisor as needed./ppComplete Call Center task assignments provided by management team/ppMaintain consistency with achieving daily/weekly phone operations and performance metrics and goals./ppMaintain confidentiality and always comply to HIPAA regulations./ppAssist with intake calls for case management as needed for coverage and staff call outs./ppProvide support to the clinical team and chart maintenance as needed./ppPerform other duties and tasks as assigned by Senior Clerical Team/ppPerform other related duties and tasks as assigned by the Call Center Supervisor./ph2Qualifications/h2pMust be fully Bilingual in English and Spanish/ppMust 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./ppHigh School Diploma or equivalent is required/ppMust be proficient in MS Office (Outlook, Word, and Excel)/ppMust have the ability to learn new software/ppPossesses the personality and demeanor to work with difficult clients/ppMust be detail-oriented and have the ability to multi-task/ppMust be a team player/ppThrives under pressure in an outpatient client environment/pp1 form of picture ID (non-expired)/pulliUnexpired passport: OR/liliDrivers License AND Social Security Card; OR/liliState ID Card AND Social Security Card/li/ulh2Additional Information/h2pThis is a FULLY REMOTE POSITION/ppSchedule Options:/pulliTues-Sat/liliSun-Thurs/li/ulpMust be willing and able to travel to Bronx clinic for a 30 day onsite in person training period before transitioning into fully remote./ppMUST LIVE IN THE TRI-STATE AREA/ppThe ideal candidate for this position possesses a personal presence characterized by a sense of honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values NYPCC/ppHas the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism./ppCan develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures./ppSalary: $20.00 - $23.00 per hour/ppCompensation commensurate with experience and qualifications./ppNYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission./ppNYPCC is an Equal Opportunity Employer/ppAll your information will be kept confidential according to EEO guidelines./ppWe 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./p/div
Join a mission-driven mental health leader serving 15,000+ clients each month!/ppCelebrating over 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) is a leader in community mental health, serving over 15,000 clients each month across four locations. We operate the largest mental health clinic in New York State and are committed to innovation and Caring for the Community through both in-person and telehealth services./ppNYPCC is proud to be certified as a Platinum Bell Seal organization by Mental Health America
the highest distinction for workplace mental health. We were also named one of the Top Places to Work in New York in 2025, reflecting our commitment to supporting, valuing, and investing in our dedicated team through competitive compensation, excellent benefits, and a mission-driven culture./ppWhy Work at NYPCC:/pulliWe Pay Down Your Student Loans!/liliMedical, Dental, and Vision Insurance is Paid for by NYPCC 100%/liliPaid Time Off and Company Paid Holidays/liliAnnual Rate Increases/lili403B Retirement Plan with Match!/liliContinuing Education Opportunities Available/liliProfessional Development through NYPCC Academy/liliAmazing Workplace Culture/li/ulh2Job Description/h2pAnswer all inbound calls with professionalism and customer service framework communication./ppFollowing up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed/ppAssist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)/ppTriage all calls
callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery./ppIdentify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors./ppDocument and complete Call Center Form for data call log. Fulfill surveys/reports issued by Call Center Supervisor as needed./ppComplete Call Center task assignments provided by management team/ppMaintain consistency with achieving daily/weekly phone operations and performance metrics and goals./ppMaintain confidentiality and always comply to HIPAA regulations./ppAssist with intake calls for case management as needed for coverage and staff call outs./ppProvide support to the clinical team and chart maintenance as needed./ppPerform other duties and tasks as assigned by Senior Clerical Team/ppPerform other related duties and tasks as assigned by the Call Center Supervisor./ph2Qualifications/h2pMust be fully Bilingual in English and Spanish/ppMust 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./ppHigh School Diploma or equivalent is required/ppMust be proficient in MS Office (Outlook, Word, and Excel)/ppMust have the ability to learn new software/ppPossesses the personality and demeanor to work with difficult clients/ppMust be detail-oriented and have the ability to multi-task/ppMust be a team player/ppThrives under pressure in an outpatient client environment/pp1 form of picture ID (non-expired)/pulliUnexpired passport: OR/liliDrivers License AND Social Security Card; OR/liliState ID Card AND Social Security Card/li/ulh2Additional Information/h2pThis is a FULLY REMOTE POSITION/ppSchedule Options:/pulliTues-Sat/liliSun-Thurs/li/ulpMust be willing and able to travel to Bronx clinic for a 30 day onsite in person training period before transitioning into fully remote./ppMUST LIVE IN THE TRI-STATE AREA/ppThe ideal candidate for this position possesses a personal presence characterized by a sense of honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values NYPCC/ppHas the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism./ppCan develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures./ppSalary: $20.00 - $23.00 per hour/ppCompensation commensurate with experience and qualifications./ppNYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission./ppNYPCC is an Equal Opportunity Employer/ppAll your information will be kept confidential according to EEO guidelines./ppWe 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./p/div