Remote Call Center Representative

Description:
? Schedule Options: Tues-Sat or Sun-Thurs
? Answer all inbound calls with professionalism and customer service framework communication.
? Follow 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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