Job Description

• Schedule Options:
  • Thursday – Monday (rate increase on Saturday and Sunday)
  • Friday – Tuesday (rate increase on Saturday and Sunday)
  • 4 Day (10 hour days) – Friday to Monday (rate increase on Saturday and Sunday)
• 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)
• Responsiveness to voicemails throughout shift and overnight call center messages
• 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
• Hybrid remote role (starts after 4 weeks training period) 2 days from home, 3 days on-site.

Qualifications

• 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, 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

• Must be willing and able to travel to Bronx Clinic for training before transitioning into fully remote.
• 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
• NYPCC is open to candidates who live outside the NYC Metro area who can serve in a fully remote capacity
• Preference given to candidates who can work a Thursday through Monday schedule (9-hour shifts), or a Friday through Monday (10-hour shifts)

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.