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Call Center Representative

New York Psychotherapy and Counseling Center · Remote, New York, United States

Call Center / BPOEntry LevelRemoteQuick applyfull-time3 days ago

About The Role

  • 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) 
  • 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.
  • 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.
  • 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
  • This is a FULLY REMOTE POSITION 
  • Schedule Options:
  • Tues-Sat
  • Sun-Thurs 
  • 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
  • The ideal candidate for this position possesses a personal presence characterized by a sense of honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values NYPCC
  • 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.
  • The ideal candidate for this position possesses a personal presence characterized by a sense of honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values NYPCC
  • 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
  • NYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.
  • NYPCC is an Equal Opportunity Employer
  • Salary: $20.00-$21.00
  • Compensation commensurate with experience and qualifications.
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