[Hiring] Call Center Representative @New York Psychotherapy and Counseling Center

Role Description

• Answer all inbound calls with professionalism and customer service framework communication.
• Follow 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 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.
• Perform other related duties and tasks as assigned by the Call Center Supervisor.

Qualifications

• 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.
• 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.
• 1 form of picture ID (non-expired): Unexpired passport, OR Driver’s License AND Social Security Card, OR State ID Card AND Social Security Card.

Requirements

• This is a FULLY REMOTE POSITION.
• Schedule Options: Tues-Sat, Sun-Thurs.
• Must be willing and able to travel to Bronx clinic for a 30-day onsite in-person training period before transitioning into fully remote.
• MUST LIVE IN THE TRI-STATE AREA.

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.