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Senior Call Center Representative

Company: New York Psychotherapy and Counseling Center
Location: Bronx
Posted on: May 25, 2023

Job Description:

Company Description

For over 45 years, New York Psychotherapy and Counseling Center (NYPCC) has been at the forefront of mental health and wellness; assisting children, families, and individuals with behavioral and emotional challenges at our five locations throughout the city.

NYPCC is the leading pioneer of community mental health services, serving over 15,000 clients per month. We run and operate the largest clinic in the State of New York and pride ourselves on innovation and "caring for the community" by providing in-person and telehealth services for our clients, while offering an unsurpassable and competitive compensation structure and benefits package to our team of dedicated employees.

NYPCC is certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. NYPCC is proud of our ongoing commitment to employee mental health and well-being. NYPCC is certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. NYPCC is proud of our ongoing commitment to employee mental health and well-being.

Why Work at NYPCC:

  • 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
  • Continuing Education Opportunities Available
  • Professional Development through NYPCC Academy
  • Amazing Workplace Culture
  • NYPCC Health and Wellness Events Job Description

    The Senior Call Center Receptionist will be responsible for handling of all call center operations inclusive of but not limited to answering incoming calls to the agency phone center. High call volume in a fast-paced mental healthcare environment. Assisting and providing patient-centered customer service. Able to resolve patient requests, inquiries and deliver quality informational guidance quickly and effectively.

    Job Duties:
    • 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, inclusive to but not limited to outbound calls
    • Prompt responsiveness to voicemails throughout shift and overnight call center messages
    • Triage all calls & callers to determine if it is a request, inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.
    • Identify and deescalate emergency distress and/or client safety concerns calls, or promptly relay calls to Call Center Manager for guidance or further escalation to management and/or clinical supervisors
    • Monitor incoming and outbound calls and report metrics to Call Center Manager
    • Provide ongoing coaching to the Call Center Receptionists
    • Document and complete all reporting analytics
    • Fulfill surveys/reports issued by Management or Leadership 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 all interdisciplinary teams, including all clinical and medical staff
    • Assist with electronic chart maintenance as needed.
    • Perform other duties and tasks as assigned by Senior Call Center staff, Call Center Supervisor or Senior Management and Leadership
    • Perform call quality reviews - listening to inbound and outbound calls to analyze and evaluate client service skills against established quality metrics.
    • Keep track of quality performance of all call center receptionists. Qualifications
      • Bilingual; fluent in English and Spanish is a MUST
      • High School Diploma or equivalent
      • 1-2 years of call center or high call volume experience, preferably in medical or community mental health office
      • Exceptional customer service skills
      • Excellent phone and verbal communication skills
      • Strong active listening skills
      • Ability to maintain self-care and cope with mental and emotional stress related to the position, function independently, and have flexibility, consistency, and professionalism
      • Ability to multi-task with attention to detail
      • Works well in a team setting
      • Able to work well in a fast-paced environment
      • Ability to multi-task, manage priorities and time effectively to meet daily/weekly goals
      • Preferred knowledge in use of internet-based phone systems and devices
      • Proficient in Microsoft SharePoint, Office, including Outlook, Word, Excel, and PowerPoint
      • Maintains a positive attitude and is friendly, upbeat, and has a great "can do" personality
      • Passionate about NYPCC's mission and values

        Additional Information

        Job Type: Full-time

        Salary: $50,000 - $65,000 per year

        Compensation commensurate with experience and qualifications.


        Travel between main office and other NYPCC program locations is required and occurs primarily during the business day.

        All your information will be kept confidential according to EEO guidelines.

        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.

Keywords: New York Psychotherapy and Counseling Center, New Rochelle , Senior Call Center Representative, Other , Bronx, New York

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