Call Center Representative

• 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.

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 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
  • Drivers License AND Social Security Card; OR
  • State ID Card AND Social Security Card

Additional Information :

• 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
• 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.

Salary: $20.00 - $23.00 per hour

Compensation commensurate with experience and qualifications.

NYPCC is a fast-paced energetic dynamic environment that employs people with a passion for our mission.

NYPCC is an Equal Opportunity Employer

All your information will be kept confidential according to EEO guidelines.

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status.

Remote Work :

Yes

Employment Type :

Full-time