Call Center Representative, Bilingual Spanish

This is a fully remote position, open to applicants in New York.

📋 Description

• Professionally manage inbound calls utilizing a customer service framework for effective communication.

• Follow up on incoming calls by addressing issues, documenting or passing along messages, and executing soft transfers.

• Provide assistance with scheduling appointments, conducting follow-ups on missed appointments, and making outbound confirmation calls.

• Triage incoming calls to determine requests, inquiries, complaints, or grievances; escalate, resolve, and perform service recovery as needed.

• Recognize and escalate emergency situations or client safety issues to Senior Clerical staff, management, or clinical supervisors.

• Complete Call Center Forms and keep accurate data call logs.

• Conduct surveys and prepare reports as requested by the Call Center Supervisor.

• Carry out Call Center task assignments designated by management.

• Achieve daily and weekly phone operation performance metrics and goals.

• Ensure confidentiality and adhere to HIPAA regulations.

• Assist with case-management intake calls during coverage and staff absences.

• Support the clinical team and maintain charts as necessary.

• Execute other responsibilities assigned by the Senior Clerical Team and Call Center Supervisor.

⛳️ Requirements

• Fully bilingual in both English and Spanish.

• 1 to 2 years of experience as a Call Center Representative in a fast-paced office environment, ideally within a medical or community mental health setting.

• High School Diploma or equivalent qualification.

• Proficient in MS Office applications, including Outlook, Word, and Excel.

• Capable of learning new software applications quickly.

• Skilled in managing challenging client interactions.

• Detail-oriented with strong multitasking abilities.

• A good team player.

• Able to excel under pressure in an outpatient client environment.

• Present one form of unexpired picture ID: either an unexpired passport or a driver’s license along with a Social Security Card, or a state ID card along with a Social Security Card.

• Willing and able to travel to the Bronx clinic for approximately 45–60 days of in-person training.

• Must reside in the Tri-State Area.

• Capable of maintaining confidentiality and adhering to HIPAA regulations.

• Able to handle mental and emotional stress associated with the role.

• Function independently while demonstrating flexibility, consistency, and professionalism.

• Comply with NYPCC policies and procedures.

🏝️ Benefits

• Competitive salary.

• Excellent benefits package.

• Opportunities for career advancement through the Academy and leadership development programs.

• A collaborative, mission-driven work culture.

• Fully remote work arrangement following approximately 45–60 days of in-person training.