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About the Role

NYPCC is seeking a dedicated individual to join our team, contributing to our mission of providing accessible mental health services. This role is crucial in managing inbound communications and ensuring efficient client support within a fast-paced environment.

Responsibilities

• 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 to 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.

Requirements

• 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, 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.
• Must be willing and able to travel to the Bronx clinic for an in-person training period of approximately 45–60 days before transitioning to a fully remote role.
• MUST LIVE IN THE TRI-STATE AREA.
• Has the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism.
• Can develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures.

Skills

• Customer service
• Communication
• MS Office (Outlook, Word, and Excel)
• Ability to learn new software
• Detail-oriented
• Multi-tasking
• Team player
• Works well under pressure

Location

• Remote
• Tri-State Area

Work Type

• Fully Remote
• Full-time

Experience Level

• 1-2 years of Call Center Representative experience

Education Level

• High School Diploma or equivalent

Salary/Compensations

• $20.00-$21.00 hourly

Benefits

• Student Loan Repayment Assistance
• Productivity Bonus
• Medical Insurance Paid 100%
• Dental Insurance Paid 100%
• Vision Insurance Paid 100%
• Paid Time Off
• Company Paid Holidays
• Annual Rate Increases
• 403B Retirement Plan with Company Match
• Continuing Education Opportunities
• Professional Development through NYPCC Academy

About the Company

• New York Psychotherapy and Counseling Center (NYPCC) is New York State’s largest community mental health clinic, serving over 15,000 clients monthly through in-person and telehealth services.
• With over 50 years of experience, NYPCC is committed to clinical excellence and meaningful care.
• Recognized by City & State as a Top Place to Work and a Top Mental Health Care Provider in New York.
• Holds Mental Health America’s Platinum Bell Seal.
• NYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.

Equal Opportunity

• NYPCC is an Equal Opportunity Employer.