Call Center Representative

Company Description

Join 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 City

If 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 benefits
• Career growth through our Academy and leadership development programs
• A collaborative, mission-driven culture where our employee matters
• The chance to make a lasting impact on thousands of lives every single day

Come build a career where purpose meets possibility!

Job Description

Job Responsibilities:

• 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 45-60 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.
• 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.