Call Center Representative (Bilingual Spanish)

Job Responsibilities

• 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.
• 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
• This is a FULLY REMOTE POSITION
• Schedule Options:
• Tues-Sat
• Sun-Thurs
• Must be willing and able to travel to the Bronx clinic for an in-person training period of approximately 45–60 days before transitioning to a fully remote role.
• 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.
• 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 a fast-paced, energetic, dynamic environment that employs people with a passion for our mission.

NYPCC is an Equal Opportunity Employer

Salary: $20.00-$21.00

Compensation commensurate with experience and qualifications.

Where you can work from

This job is 100% remote, for applicants who live in the United States.