Call Center Representative, Bilingual Spanish

New York Psychotherapy and Counseling Center (NYPCC)

. Answer inbound calls professionally using customer service framework communication .

Posted 9/24/2026full-timeRemote • Bronx • New York • United StatesJunior💰 $20 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in customer service communication, effectively managing inbound and outbound calls while adhering to HIPAA regulations. Capable of multitasking in a fast-paced environment, with strong attention to detail and the ability to support clinical teams.

Highest-signal resume keywords

Bilingual In English And SpanishCall Center Representative ExperienceProficiency In MS OfficeAbility To Maintain ConfidentialityAbility To Cope With Mental And Emotional Stress

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center CommunicationAppointment SchedulingData Call LoggingService RecoveryCase-Management IntakePerformance MetricsHIPAA ComplianceDocumentation SkillsSoftware Learning AbilityMultitasking

Soft Skills

Detail-OrientedTeam PlayerAbility To Thrive Under PressureProfessionalismFlexibility

Tools & Technologies

MS OfficeOutlookWordExcel

Certifications & Qualifications

High School Diploma Or EquivalentNon-Expired Picture ID

Industry Keywords

Call CenterMedical OfficeCommunity Mental HealthClient SafetyNYPCC Policies And Procedures

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 office
High School Diploma or equivalent
Proficiency in MS Office, including Outlook, Word, and Excel
Ability to learn new software
Ability to work with difficult clients
Detail-oriented and able to multitask
Team player
Ability to thrive under pressure in an outpatient client environment
1 form of non-expired picture ID: 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 the Bronx clinic for approximately 45–60 days of in-person training
Must live in the Tri-State Area
Ability to maintain confidentiality and comply with HIPAA regulations
Ability to cope with mental and emotional stress related to the position
Ability to function independently with flexibility, consistency, and professionalism
Ability to comply with NYPCC policies and procedures

Benefits

Comp & perks

Competitive compensation
Outstanding benefits
Career growth through the Academy and leadership development programs
Collaborative, mission-driven culture
Fully remote work after approximately 45–60 days of in-person training