Remote Call Center Representative

Description:
• 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)
• 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 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

Requirements: • Must be Fully Bilingual in English and Spanish • High School Diploma or equivalent is required • 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 • 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

Benefits:
• We Pay Down Your Student Loans!
• Productivity Bonus
• Medical, Dental, and Vision Insurance is Paid for by NYPCC
• 100% Paid Time Off and Company Paid Holidays
• Annual Rate Increases
• 403B Retirement Plan with Match!
• Continuing Education Opportunities Available
• Professional Development through NYPCC Academy
• Amazing Workplace Culture

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