Call Center Representative (Bilingual Spanish)

About the role

Join one of New York's most awarded mental health employers. NYPCC has been recognized as a 2025 and 2026 City & State Top Workplace in New York and a Mental Health America Platinum Bell Seal recipient for five consecutive years, serving over 15,000 clients each month with more than 50 years of transforming lives across New York City. At NYPCC you'll find competitive compensation, outstanding benefits, career growth through our Academy and leadership development programs, a collaborative mission‑driven culture, and the chance to make a lasting impact on thousands of lives every day. NYPCC is a fast‑paced, energetic, dynamic environment that employs people with a passion for our mission.

Responsibilities

• 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).
• 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 with 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.
• 1 to 2 years of Call Center Representative experience in a fast‑paced office, preferably in medical or community mental health.
• High School Diploma or equivalent required.
• Proficient in MS Office (Outlook, Word, and Excel).
• Ability to learn new software.
• Detail‑oriented with the ability to multi‑task.
• Team player who thrives under pressure in an outpatient client environment.