New York Psychotherapy and Counseling Center
New York Psychotherapy and Counseling Center is hiring a Remote Call Center Representative
Job 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
Qualifications
- 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
See more jobs at New York Psychotherapy and Counseling Center
New York Psychotherapy and Counseling Center is hiring a Remote Remote Call Center Representative
Job Description
- Schedule Options:
- Tues-Sat
- Sun-Thurs
- 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
Qualifications
- 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
See more jobs at New York Psychotherapy and Counseling Center