Remote Call Center Representative at New York Psychotherapy and Counseling Center | Torre
Remote Call Center Representative
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New York Psychotherapy and Counseling Center

Remote Call Center Representative

New York Psychotherapy and Counseling Center
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Full-time

Legal agreement: To be defined

Base compensation
USD20 - 23/hour

+ Health insurance

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Hybrid (Bronx Clinic)
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Posted over 2 years ago

Requirements and responsibilities

- NYPCC is the leading pioneer of community mental health services, serving over 15,000 clients per month. - Certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. - Offers an unsurpassable and competitive compensation structure and benefits package to its team of dedicated employees. - Provides opportunities for loan forgiveness, productivity bonuses, and continuing education. - Committed to employee mental health and well-being. NYPCC is seeking a Remote Call Center Representative to join our team. The ideal candidate must be fully bilingual in English and Spanish, have 1-2 years of call center representative experience, and be proficient in MS Office. This role involves answering inbound calls, scheduling appointments, and providing support to the clinical team. The position is a hybrid remote role, with 2 days working from home and 3 days on-site, and offers a competitive compensation package, including paid time off, medical, dental, and vision insurance, and a 403B retirement plan with match. If you thrive in a fast-paced, outpatient client environment and are committed to mental health and wellness, we encourage you to apply. 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. - 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.
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