Call Center Representative (Bilingual-Spanish)

$41,600 - $47,840/Yr

New York Psychotherapy And Counseling Center

Full-time - Entry Level

Remote

Ambulatory Health Care Services

About the position

The Call Center Representative (Bilingual-Spanish) at New York Psychotherapy and Counseling Center (NYPCC) plays a crucial role in providing exceptional customer service to clients seeking mental health support. This position involves answering inbound calls, assisting with appointment scheduling, and ensuring client safety by triaging calls effectively. The representative will work in a fast-paced environment, maintaining professionalism and confidentiality while meeting performance metrics.

Responsibilities

• Answer all inbound calls with professionalism and customer service framework communication.
• 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.

Requirements

• Must be fully Bilingual in English and Spanish.
• High School Diploma or equivalent is required.
• Must have 1 to 2 years of call center representative experience in a fast-paced office, preferably in medical or community mental health office.
• 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.

Nice-to-haves

• Experience in a medical or community mental health office.

Benefits

• 403(b) matching
• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• Loan forgiveness
• Flexible schedule
• Life insurance