New York Psychotherapy and Counseling Center (NYPCC)

• 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.

Title: Call Center Representative Location: 579 Courtlandt Ave, Bronx, NY 10451, USA Employees can work remotely 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 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 Bronx clinic for a 30 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.

• 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.

• 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.

• 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.