Remote Call Center Representative

Company Description

Celebrating 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) has been at the forefront of mental health and wellness; assisting children, families, and individuals with behavioral and emotional challenges at our five locations throughout the city.  

NYPCC is the leading pioneer of community mental health services, serving over 15,000 clients per month. We run and operate the largest clinic in the State of New York and pride ourselves on innovation and “caring for the community” by providing in-person and telehealth services for our clients while offering an unsurpassable and competitive compensation structure and benefits package to our team of dedicated employees. 

NYPCC is certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. NYPCC is proud of our ongoing commitment to employee mental health and well-being. 

Why Work at NYPCC:

• We Pay Down Your Student Loans!
• Productivity Bonus
• 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

• Schedule Options:
  • Tues-Sat
  • Sun-Thurs 
• Answer all inbound calls with professionalism and customer service framework communication. 
• Following 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) 
• Responsiveness to voicemails throughout shift and overnight call center messages 
• 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

Qualifications

• Must be Fully Bilingual in English and Spanish
• High …