New York Psychotherapy and Counseling Center (NYPCC)

Call Center Representative

• Answer inbound calls professionally using customer service framework communication
• Follow up on inbound calls by resolving issues, documenting or relaying messages, and handling soft transfers
• Assist with appointment scheduling, missed-appointment follow-ups, and outbound confirmation calls
• Triage calls to identify requests, inquiries, complaints, or grievances; escalate, resolve, and conduct service recovery
• Identify and escalate emergency distress or client safety concerns to Senior Clerical, management, or clinical supervisors
• Complete Call Center Forms and maintain data call logs
• Fulfill surveys and reports issued by the Call Center Supervisor
• Complete Call Center task assignments from management
• Meet daily and weekly phone operations, performance metrics, and goals
• Maintain confidentiality and comply with HIPAA regulations
• Assist with case-management intake calls during coverage and staff call-outs
• Support the clinical team and maintain charts as needed
• Perform other duties assigned by the Senior Clerical Team and Call Center Supervisor

Call Center Representative, Bilingual Spanish