Call Center Representative

Job Description

Answer all inbound calls with professionalism and customer service framework communication.

Follow up with all inbound calls by finding a resolution, documenting and relaying messages, and/or handling soft transfers as needed.

Assist with appointment scheduling related calls, and follow up on missed appointments and confirmation calls (outbound calls).

Triage all calls and callers to determine if it is a request, inquiry, complaint or grievance, to elevate, 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 and reports issued by Call Center Supervisor as needed.

Complete Call Center task assignments provided by management team.

Maintain consistency with achieving daily and weekly phone operations and performance metrics and goals.

Maintain confidentiality and always comply with 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.

• Fully bilingual in English and Spanish.
• 1 to 2 years of Call Center Representative experience in a fast‑paced office, preferably in a medical or community mental health office.
• High School Diploma or equivalent.
• Proficient in MS Office (Outlook, Word, and Excel).
• Ability to learn new software.
• Personality and demeanor to work with difficult clients.
• Detail‑oriented and capable of multi‑tasking.
• Team player.
• Thrives under pressure in an outpatient client environment.
• One form of non‑expired picture :
  • Unexpired passport
  • Driver’s license and Social Security Card
  • State  and Social Security Card

• Fully remote position.
• Schedule options:
  Tuesday‑Saturday or Sunday‑Thursday.
• Willing and able to travel to Bronx clinic for at least 30 days, potentially 60 days on‑site training before transitioning fully remote.
• Live in the Tri‑State area.
• Personal presence characterized by honesty, integrity, and care with the ability to inspire and motivate others to promote the mission, vision, goals, and values of NYPCC.
• Ability to self‑care and cope with mental and emotional stress related to the position; function independently, with flexibility, consistency, and professionalism.
• Develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures.

$20.00 - $23.00 per hour. Compensation commensurate with experience and qualifications.

NYPCC is an Equal Opportunity Employer. All 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.