Call Center Representative
New York Psychotherapy and Counseling Center (NYPCC), New York, New York, us, 10261
About NYPCC
New York Psychotherapy and Counseling Center (NYPCC) is New York State’s 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 America’s Platinum Bell Seal. These honors reflect our mission‑driven culture and our strong emphasis on employee well‑being, professional growth, and lasting impact.
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
Why Work at NYPCC
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
Job Description
Answer all inbound calls with professionalism and a customer‑service framework.
Follow up with inbound calls by finding a resolution, documenting/relaying messages, or handling soft transfers as needed.
Assist with appointment‑scheduling calls, follow up on missed appointments, and make confirmation outbound calls.
Triage all calls to determine request/inquiry, complaint, or grievance; escalade, resolve, and conduct service recovery.
Identify and report emergency distress or client‑safety concerns to Senior Clerical for guidance or escalation to management and/or clinical supervisors.
Document and complete Call Center Form for data call log; fulfill surveys/reports issued by the Call Center Supervisor as needed.
Complete Call Center task assignments provided by the 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 the Senior Clerical Team.
Perform other related duties and tasks as assigned by the Call Center Supervisor.
Qualifications
Full‑bilingual in English and Spanish.
1 to 2 years of Call Center Representative experience in a fast‑paced office, preferably in a medical or community mental‑health setting.
High School Diploma or equivalent.
Proficiency in MS Office (Outlook, Word, and Excel).
Ability to learn new software.
Personality and demeanor to work with difficult clients.
Detail‑oriented and able to multi‑task.
Team‑player.
Thrives under pressure in an outpatient client environment.
One form of non‑expired picture ID:
Unexpired passport
Driver’s license AND Social Security Card
State ID card AND Social Security Card
Additional Information
This is a FULLY REMOTE POSITION.
Schedule options:
Tues‑Sat
Sun‑Thurs
Must be willing and able to travel to the Bronx clinic for a 30‑day onsite training period before transitioning to fully remote.
MUST LIVE IN THE TRI‑STATE AREA.
The ideal candidate possesses a personal presence characterized by honesty, integrity, and care with the ability to inspire and motivate others to promote NYPCC’s mission, vision, goals, and values.
Has the ability to self‑care and cope with mental and emotional stress related to the position, function independently, and demonstrate flexibility, consistency, and professionalism.
Can develop and sustain safe, positive, and productive work habits, and demonstrate compliance with NYPCC policies and procedures.
Salary $20.00 - $23.00 per hour.
Compensation Commensurate with experience and qualifications.
Equal Opportunity Statement NYPCC is an Equal Opportunity Employer. All your 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.
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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 America’s Platinum Bell Seal. These honors reflect our mission‑driven culture and our strong emphasis on employee well‑being, professional growth, and lasting impact.
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
Why Work at NYPCC
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
Job Description
Answer all inbound calls with professionalism and a customer‑service framework.
Follow up with inbound calls by finding a resolution, documenting/relaying messages, or handling soft transfers as needed.
Assist with appointment‑scheduling calls, follow up on missed appointments, and make confirmation outbound calls.
Triage all calls to determine request/inquiry, complaint, or grievance; escalade, resolve, and conduct service recovery.
Identify and report emergency distress or client‑safety concerns to Senior Clerical for guidance or escalation to management and/or clinical supervisors.
Document and complete Call Center Form for data call log; fulfill surveys/reports issued by the Call Center Supervisor as needed.
Complete Call Center task assignments provided by the 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 the Senior Clerical Team.
Perform other related duties and tasks as assigned by the Call Center Supervisor.
Qualifications
Full‑bilingual in English and Spanish.
1 to 2 years of Call Center Representative experience in a fast‑paced office, preferably in a medical or community mental‑health setting.
High School Diploma or equivalent.
Proficiency in MS Office (Outlook, Word, and Excel).
Ability to learn new software.
Personality and demeanor to work with difficult clients.
Detail‑oriented and able to multi‑task.
Team‑player.
Thrives under pressure in an outpatient client environment.
One form of non‑expired picture ID:
Unexpired passport
Driver’s license AND Social Security Card
State ID card AND Social Security Card
Additional Information
This is a FULLY REMOTE POSITION.
Schedule options:
Tues‑Sat
Sun‑Thurs
Must be willing and able to travel to the Bronx clinic for a 30‑day onsite training period before transitioning to fully remote.
MUST LIVE IN THE TRI‑STATE AREA.
The ideal candidate possesses a personal presence characterized by honesty, integrity, and care with the ability to inspire and motivate others to promote NYPCC’s mission, vision, goals, and values.
Has the ability to self‑care and cope with mental and emotional stress related to the position, function independently, and demonstrate flexibility, consistency, and professionalism.
Can develop and sustain safe, positive, and productive work habits, and demonstrate compliance with NYPCC policies and procedures.
Salary $20.00 - $23.00 per hour.
Compensation Commensurate with experience and qualifications.
Equal Opportunity Statement NYPCC is an Equal Opportunity Employer. All your 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.
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