Call Center Representative - Remote

Overview

The Call Center Representative at NYPCC provides essential support by handling inbound calls with professionalism and a focus on customer service, ensuring client needs are met in a timely manner.

In Short

• Answer all inbound calls professionally.
• Follow up on calls to find resolutions and document messages.
• Assist with appointment scheduling and follow up on missed appointments.
• Triage calls to determine the need for escalation or service recovery.
• Identify and escalate emergencies to the appropriate personnel.
• Document calls and complete required reports.
• Maintain performance metrics and goals.
• Ensure compliance with HIPAA regulations.
• Support the clinical team as needed.
• Perform additional tasks as assigned.

Requirements

• Must be fully bilingual in English and Spanish.
• 1-2 years of call center experience, preferably in a medical or mental health setting.
• High School Diploma or equivalent required.
• Proficiency in MS Office (Outlook, Word, Excel).
• Ability to learn new software.
• Strong interpersonal skills to handle difficult clients.
• Detail-oriented with multi-tasking abilities.
• Team player who thrives under pressure.
• Must live in the tri-state area for training.

Benefits

• Student loan repayment assistance.
• 100% paid medical, dental, and vision insurance.
• Paid time off and company holidays.
• Annual rate increases.
• 403B retirement plan with match.
• Continuing education opportunities.
• Professional development available through NYPCC Academy.
• Amazing workplace culture.