New York Psychotherapy and Counseling Center (NYPCC) is hiring a Call Center Representative to provide critical support for our mental health clinic. You will handle all inbound calls, offering professional customer service, scheduling appointments, and ensuring client confidentiality. This is a fully remote position after completing a 30-day onsite training period at our Bronx clinic.
What You'll Do
- Answer all inbound calls with professionalism and a customer service framework.
- Follow up on calls by finding resolutions, documenting messages, and handling soft transfers.
- Assist with appointment scheduling, follow up on missed appointments, and make confirmation calls.
- Triage calls to determine if they are requests, inquiries, complaints, or grievances for proper escalation or resolution.
- Identify and escalate emergency distress or client safety concerns to the Senior Clerical team or management.
- Document calls by completing the Call Center Form data log and fulfill surveys or reports as needed.
- Complete task assignments provided by the management team.
- Maintain consistency in achieving daily and weekly phone operations and performance metrics.
- Maintain confidentiality and always comply with HIPAA regulations.
- Assist with intake calls for case management as needed for coverage.
- Provide support to the clinical team and assist with chart maintenance.
- Perform other duties as assigned by the Senior Clerical Team and Call Center Supervisor.
What We're Looking For
- Must be fully bilingual in English and Spanish.
- 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in a medical or community mental health setting.
- High School Diploma or equivalent.
- Proficiency in MS Office (Outlook, Word, and Excel).
- Ability to learn new software quickly.
- Possesses the personality and demeanor to work with difficult clients.
- Must be detail-oriented and able to multi-task effectively.
- A team player who thrives under pressure in an outpatient client environment.
- Must provide 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.
- Willing and able to travel to the Bronx clinic for a 30-day onsite in-person training period.
- MUST LIVE IN THE TRI-STATE AREA.
Technical Stack
- MS Office: Outlook, Word, Excel
Team & Environment
You will report directly to the Call Center Supervisor and Senior Clerical Team. NYPCC offers a mission-driven culture with a strong emphasis on employee well-being, professional growth, and making a lasting impact. We seek a candidate with honesty, integrity, and care, who can self-care and cope with the mental and emotional demands of the role while maintaining professionalism and compliance.
Benefits & Compensation
- Compensation: $20.00 - $23.00 per hour
- 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
Work Mode
This role is hybrid, beginning with a mandatory 30-day onsite training period in the Bronx, after which it transitions to fully remote. Candidates must be located in the Tri-State Area.
NYPCC is an Equal Opportunity Employer. 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.
