Call Center Representative

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    "region": "NY",
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  "remote_policy": "remote",
  "salary_period": "hour",
  "workplace_type": "remote",
  "salary_currency": "USD"
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  "name": "Call Center Representative",
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          "text": "<ul><li>Answer all inbound calls with professionalism and customer service framework communication.&#xa0;</li><li>Following up with all inbound calls by finding a resolution, documenting/relaying&#xa0;messages,&#xa0;and/or&#xa0;handling soft transfers as needed&#xa0;</li><li>Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)&#xa0;</li><li>Triage all calls &amp;&#xa0;callers to determine if it is a request/inquiry, complaint&#xa0;or grievance, to escalate, resolve and conduct service recovery. &#xa0;</li><li>Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management&#xa0;and/or clinical supervisors.</li><li>Document and complete Call Center Form&#xa0;for&#xa0;data call log. Fulfill surveys/reports issued by Call Center Supervisor&#xa0;as needed.&#xa0;</li><li>Complete Call Center task assignments provided by management team&#xa0;</li><li>Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.&#xa0;</li><li>Maintain confidentiality and always comply to HIPAA regulations. &#xa0;</li><li>Assist with intake calls for case management as needed for coverage and staff call outs.</li><li>Provide support to the clinical team and chart maintenance as needed. &#xa0;</li><li>Perform other duties and tasks as assigned by Senior Clerical Team &#xa0;</li><li>Perform other related duties and tasks as assigned by the Call Center Supervisor.</li></ul>",
          "title": "Job Description"
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        "qualifications": {
          "text": "<ul><li>​​​<strong>Must be fully Bilingual in English and Spanish</strong></li><li><strong>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.</strong></li><li>High School Diploma or equivalent is required</li><li>Must be proficient in MS Office (Outlook, Word, and Excel)</li><li>Must have the ability to learn new software</li><li>Possesses the personality and demeanor to work with difficult clients</li><li>Must be detail-oriented and have the ability to multi-task</li><li>Must be a team player</li><li>Thrives under pressure in an outpatient client environment</li><li>1 form of picture ID (non-expired)<ul><li>Unexpired passport: OR</li><li>Driver’s License AND Social Security Card; OR</li><li>State ID Card AND Social Security Card</li></ul></li></ul>",
          "title": "Qualifications"
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          "text": "<p><strong>About NYPCC</strong></p><p><strong>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.</strong></p><p><strong>In 2025, NYPCC was recognized by&#xa0;<em>City &amp; State</em>&#xa0;as both a&#xa0;<em>Top Place to Work</em>&#xa0;and a&#xa0;<em>Top Mental Health Care Provider</em>&#xa0;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.</strong></p><p><strong>Why Work at NYPCC:</strong></p><ul><li>We Pay Down Your Student Loans!</li><li>Medical, Dental, and Vision Insurance is Paid for by NYPCC 100%</li><li>Paid Time Off and Company Paid Holidays</li><li>Annual Rate Increases</li><li>403B Retirement Plan with Match!</li><li>Continuing Education Opportunities Available</li><li>Professional Development through NYPCC Academy</li><li>Amazing Workplace Culture</li></ul>",
          "title": "Company Description"
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        "additionalInformation": {
          "text": "<ul><li><strong>This is a FULLY REMOTE POSITION&#xa0;</strong></li><li><strong>Schedule Options:</strong><ul><li><strong>Tues-Sat</strong></li><li><strong>Sun-Thurs&#xa0;</strong></li></ul></li><li><strong>Must be willing and able to travel to Bronx clinic for at least 30 days, potentially 60 day&#xa0;onsite in person training period before transitioning into fully remote.</strong></li><li><strong>MUST LIVE IN THE TRI-STATE AREA</strong></li><li>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</li><li>Has the ability to self-care and cope with mental and emotional stress related to the position, function independently, have flexibility, consistency, and professionalism.</li><li>Can develop and sustain safe, positive, and productive work habits and demonstrate compliance with NYPCC policies and procedures.</li></ul><p><strong>Salary: $20.00 - $23.00 per hour</strong></p><p><em><strong><strong><strong><strong><strong><strong>Compensation commensurate with experience and qualifications.</strong></strong></strong></strong></strong></strong></em></p><p>NYPCC is a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.</p><p><strong><em>NYPCC is an Equal Opportunity Employer</em></strong></p><p><em><strong>All your information will be kept confidential according to EEO guidelines.</strong></em></p><p>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.</p><p>&#xa0;</p>",
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