Call Center Representative

New York Psychotherapy and Counseling Center•Bronx, NY

5d•Hybrid

About The Position

New York Psychotherapy and Counseling Center (NYPCC) is New York State’s largest community mental health clinic, serving over 15,000 clients monthly through accessible in-person and telehealth services. With more than 50 years of experience, NYPCC is deeply committed to clinical excellence and meaningful care for the communities it serves. Recognized by City & State as both a Top Place to Work and a Top Mental Health Care Provider in New York in 2025, and holding Mental Health America’s Platinum Bell Seal, NYPCC fosters a mission-driven culture with a strong emphasis on employee well-being, professional growth, and lasting impact. The Call Center Representative will be responsible for handling all inbound and outbound calls with professionalism, assisting with appointment scheduling, triaging calls, escalating emergency concerns, documenting interactions, and providing support to the clinical team, all while maintaining confidentiality and striving to meet performance metrics.

Requirements

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.
Must be willing and able to travel to Bronx clinic for at least 30 days, potentially 60 day onsite in person training period before transitioning into fully remote.
MUST LIVE IN THE TRI-STATE AREA.
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.

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.