Call Center Representative

Call Center Representative About NYPCC New York Psychotherapy and Counseling Center (NYPCC) is New York State's largest community mental health clinic, serving more than 15,000 clients each month through accessible in-person and telehealth services. With over 50 years of experience, we remain deeply committed to clinical excellence and meaningful care for the communities we serve. In 2025, NYPCC was recognized by City & State as both a Top Place to Work and a Top Mental Health Care Provider in New York, and we are proud to hold Mental Health America's Platinum Bell Seal. These honors reflect our mission-driven culture and our strong emphasis on employee well-being, professional growth, and lasting impact. Why Work at NYPCC: 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 Company Match! Continuing Education Opportunities Available Professional Development through NYPCC Academy Amazing Workplace Culture NYPCC Health and Wellness Events Job 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) 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 Driver's 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 the Bronx clinic for an in-person training period of approximately 4560 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. 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.