• Lead, inspire, and develop your team of Member Support Specialists. • Orchestrate the daily flow of our support hub. • Use data and root-cause analysis to bridge operational gaps. • Ensure every interaction aligns with our global brand standards. • Serve as a liaison between support, product, and engineering teams. • Act as the primary escalation point for complex inquiries. • Partner with the People Team to maintain a positive environment.

Company Description 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! - 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. NYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission. 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. - Compensation: USD 20.00 - USD 23.00 - hourly

Role Description To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures. Responsibilities - Answers assigned department/queue overflow calls, maintaining approved standards - Answers phones and assists callers - Follows tasking guidelines and provides accurate and complete information - Addresses Web Appointment Requests as assigned - Completes the end of day process - Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards - Maintains compliance with all Orlando Health policies and procedures - Performs all other duties as assigned Other Related Functions - Performs other incidental and related duties as required and assigned - Maintains an organized and clean work area - Participates in maintenance of clinical supplies Qualifications - High School Diploma or equivalent required - Two (2) years of related experience required. Relevant experience may include clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related - Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred - A working knowledge of medical terminology preferred - High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems - Must have excellent interpersonal, customer service, and communication skills - Must be able to perform under stress when confronted with emergency, critical, or unusual situations - Must be able to multi-task effectively, maintaining a high standard of patient focus while making generalizations, evaluations, or decisions based on sensory or judgmental criteria Benefits - Education & Career Growth – Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs - Health & Wellness – Comprehensive medical, dental, vision, free virtual visits, and well-being programs - Financial & Retirement – Up to 5% employer match on retirement contributions - Work-Life Balance – Four weeks of paid parental leave, PTO, and flexible leave options - Family & Pet Support – Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance

• Design & Architecture Governance: Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document. • Technical Decision Authority: Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution. • Team Leadership & Client Consultation: Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews. • Quality Assurance Support: Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences. • Project Delivery Alignment: Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.