Call Center Representative

4 days ago

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New York Psychotherapy and Counseling Center (NYPCC)

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Mental Health • Mental Wellness • Mental Illness • Community Outreach • Community Care

201 - 500

Description

• 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

Requirements

• Must be Fully Bilingual in English and Spanish • High School Diploma or equivalent is required • 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 • 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

Benefits

• 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