New York Psychotherapy and Counseling Center
Call Center Representative
New York Psychotherapy and Counseling Center, Bronx, New York, United States, 10458
divh2Call Center Representative/h2pNew York Psychotherapy and Counseling Center (NYPCC) is New York States largest community mental health clinic, serving more than 15,000 clients each month through accessible in-person and telehealth services. With over 50 years of experience, we remain deeply committed to clinical excellence and meaningful care for the communities we serve. In 2025, NYPCC was recognized by City
State as both a Top Place to Work and a Top Mental Health Care Provider in New York, and we are proud to hold Mental Health Americas Platinum Bell Seal. These honors reflect our mission-driven culture and our strong emphasis on employee well-being, professional growth, and lasting impact./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/ulh3Job Description/h3pAnswer 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./ph3Qualifications/h3ulliMust be fully Bilingual in English and Spanish/liliMust 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./liliHigh School Diploma or equivalent is required/liliMust be proficient in MS Office (Outlook, Word, and Excel)/liliMust have the ability to learn new software/liliPossesses the personality and demeanor to work with difficult clients/liliMust be detail-oriented and have the ability to multi-task/liliMust be a team player/liliThrives under pressure in an outpatient client environment/lili1 form of picture ID (non-expired) ulliUnexpired passport: OR/liliDrivers License AND Social Security Card; OR/liliState ID Card AND Social Security Card/li/ul/li/ulh3Additional Information/h3ulliThis is a FULLY REMOTE POSITION/liliSchedule Options: ulliTues-Sat/liliSun-Thurs/li/ul/liliMust be willing and able to travel to Bronx clinic for a 30 day onsite in person training period before transitioning into fully remote./liliMUST LIVE IN THE TRI-STATE AREA/liliThe 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/liliHas the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism./liliCan develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures./li/ulpSalary: $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
State as both a Top Place to Work and a Top Mental Health Care Provider in New York, and we are proud to hold Mental Health Americas Platinum Bell Seal. These honors reflect our mission-driven culture and our strong emphasis on employee well-being, professional growth, and lasting impact./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/ulh3Job Description/h3pAnswer 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./ph3Qualifications/h3ulliMust be fully Bilingual in English and Spanish/liliMust 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./liliHigh School Diploma or equivalent is required/liliMust be proficient in MS Office (Outlook, Word, and Excel)/liliMust have the ability to learn new software/liliPossesses the personality and demeanor to work with difficult clients/liliMust be detail-oriented and have the ability to multi-task/liliMust be a team player/liliThrives under pressure in an outpatient client environment/lili1 form of picture ID (non-expired) ulliUnexpired passport: OR/liliDrivers License AND Social Security Card; OR/liliState ID Card AND Social Security Card/li/ul/li/ulh3Additional Information/h3ulliThis is a FULLY REMOTE POSITION/liliSchedule Options: ulliTues-Sat/liliSun-Thurs/li/ul/liliMust be willing and able to travel to Bronx clinic for a 30 day onsite in person training period before transitioning into fully remote./liliMUST LIVE IN THE TRI-STATE AREA/liliThe 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/liliHas the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism./liliCan develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures./li/ulpSalary: $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