Call Center Representative

New York Psychotherapy and Counseling Center; United States; À distance; USD 27 552 - 31 684; Plein temps

Avantages offerts par ce poste

Student loan repayment assistance

100% medical, dental, and vision insurance

Paid time off and holidays

403B retirement plan with match

Continuing education opportunities

Résumé du poste

New York Psychotherapy and Counseling Center is looking for a Call Center Representative to work fully remotely. The role involves handling inbound calls professionally, assisting with appointment scheduling, and documenting calls. Ideal candidates will be bilingual in English and Spanish, with 1-2 years of experience in a call center.

Salary ranges from $20.00 to $23.00 per hour, depending on experience. This dynamic role is essential to support our mission of providing mental health services to our communities.

Qualifications

• 1-2 years of Call Center representative experience in a fast-paced environment.
• Must thrive under pressure in an outpatient client environment.
• Possesses a team-oriented demeanor.

Responsabilités

• Answer all inbound calls with professionalism.
• Assist with appointment scheduling and triage calls.
• Document and complete Call Center forms for data logging.

Connaissances

Bilingual in English and Spanish

Call Center experience

MS Office proficiency

Detail-oriented

Ability to multi-task

Working with difficult clients

Formation

High School Diploma or equivalent

Description du poste

Company Description

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!
• 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

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 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 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, it’s 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.
• One 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 Bronx clinic for at least 30 days, potentially 60 day onsite in‑person training period before transitioning into fully remote.
• 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.

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

NYPCC is a fast‑paced, energetic, dynamic environment that employs people with a passion for our mission.

Equal Opportunity Employer

NYPCC is an Equal Opportunity Employer. All your 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.