Call Center Representative (Bilingual Spanish)

Call Center Representative (Bilingual Spanish)Full-timeScreening Question Set: Call Center ReceptionistJoin One of New York's Most Awarded Mental Health Employers!At NYPCC, we're not just changing lives, we're redefining what it means to build a meaningful career in mental health.2025 and 2026 City & State Top Workplace in New York Mental Health America's Platinum Bell Seal recipient for FIVE consecutive years Serving 15,000+ clients every month 50+ years of transforming lives across New York CityIf you're looking for more than just your next job, you've found it.For over five decades, New York Psychotherapy and Counseling Center (NYPCC) has been one of New York's leading community mental health organizations, delivering innovative, compassionate care through both in-person and telehealth services. Today, we proudly serve more than 15,000 clients each month while continuing to set the standard for clinical excellence and employee experience.At NYPCC, you'll find:Competitive compensation and outstanding benefitsCareer growth through our Academy and leadership development programsA collaborative, mission-driven culture where our employee mattersThe chance to make a lasting impact on thousands of lives every single dayCome build a career where purpose meets possibility!Job Responsibilities:Answer all inbound calls with professionalism and customer service framework communication.Following up with all inbound calls by finding a resolution, documenting/relayingmessages,and/orhandling soft transfers as neededAssist 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, complaintor grievance, to elevate, resolve and conduct service recovery.Identify and elevate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to managementand/or clinical supervisors.Document and complete Call Center Formfordata call log. Fulfill surveys/reports issued by Call Center Supervisoras needed.Complete Call Center task assignments provided by management teamMaintain 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 TeamPerform other related duties and tasks as assigned by the Call Center Supervisor.Must be fully Bilingual in English and SpanishMust 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 requiredMust be proficient in MS Office (Outlook, Word, and Excel)Must have the ability to learn new softwarePossesses the personality and demeanor to work with difficult clientsMust be detail-oriented and have the ability to multi-taskMust be a team playerThrives under pressure in an outpatient client environment1 form of picture ID (non-expired)Unexpired passport: ORDriver's License AND Social Security Card; ORState ID Card AND Social Security CardThis is a FULLY REMOTE POSITIONSchedule Options:Tues-SatSun-ThursMust 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 AREAThe 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 NYPCCHas 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 NYPCCHas the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalismCan develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and proceduresNYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.NYPCC is an Equal Opportunity EmployerCompensation commensurate with experience and qualifications.J-18808-Ljbffr New York Psychotherapy and Counseling Center