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Bilingual Call Center Representative 

About the Organization Options Counseling and Family Services is an Oregon based non-profit agency comprised of people helping people. Our culturally diverse team of caring individuals has been serving Oregon families for over 25 years. We are proud to offer a Trauma Informed Care environment for both our clients and our staff.

To learn more about the wide array of benefits that Options offers, visit:  
Location Eugene Office  
Full-Time/Part-Time Full-Time  
Open Date 10/18/2017  
Number of Openings 1  

General Description:

The primary responsibility of the Call Center Representative is to answer agency-wide phones, schedule client appointments, “back fill” client cancellations, and provide administrative support to clients. Requires ability to relate well to the public, in person, on the phone, and in written communication. Options' call center is made up of five individuals. A big part of the job is to answer the phones for the whole agency; transferring internal callers, assisting clients, scheduling appointments, and answering general information questions. The ideal candidate will have heavy phone experience, computer knowledge, and understand confidentiality. We need someone that is adaptable and flexible. Someone friendly, but who understands boundaries.

Must have respectful, open, unbiased, accepting attitude toward clients, their families, and other staff.

Bilingual, English/Spanish, is required.

Position Requirements

Education and/or Experience:

A minimum high school diploma or GED and one year experience in customer service or related office/clinic work is preferred for this position. Must be computer proficient in a Microsoft Office Suite environment. Demonstrated proficiency with Microsoft Word, Excel, and Outlook is required. Bilingual, English/Spanish required.


  • Handle confidential and sensitive information.
  • Communicate effectively via telephone, email, in person, and in written form.
  • Respectful of persons of diverse backgrounds and experiences.
  • Exercise good judgment and decision-making; handle calls and interactions appropriately.
  • Demonstrate good client service.
  • When in ‘lead’ capacity, staff must support the other Call Center Representatives, assist in ongoing or new hire training, provide backup when needed, and be available for escalated calls.

Essential Duties and Responsibilities:

  • Answer multi-line phone system and direct calls promptly, in a polite and professional manner.
  • Obtain and enter accurate demographic information into the ECR.
  • Respond to questions regarding services offered.
  • Schedule appointments accurately for clients; review date, time, location, and provider name.
  • Inform caller of items to bring to appointment: identification, medications, office visit fee (if appropriate), insurance, and verification of income if applicable.
  • Remind client to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
  • Politely remind caller of cancellation and no-show policy.
  • Answer questions and offer other information as requested to provide client-focused service and a positive impression of the agency.
  • Act as a liaison for the clients and the agency:
  • Direct calls to other departments as needed.
  • Use sound judgment in handling calls, especially with upset clients.
  • Consistently demonstrate an understanding of when to escalate calls to the Access Center Lead Representative or supervisor, manager, or Regional Director as appropriate.
  • Make daily reminder calls.
  • Make calls to reschedule appointments when necessary (clinic closures, provider PTO).
  • Maintain list of clients who will take first available appointments or wish to be called when their provider has a cancellation; make these types of calls when appropriate.
  • Ability to handle a “call center” environment: fast-paced, multiple tasks, stressful situations, and potentially emotionally dysregulated callers.
  • Complete work logs as required.
  • Perform other duties as assigned.

Rotating Intake and Lead Responsibilities:

  • Provide support and backup to Call Center Representatives.
  • Assist the Call Center Representatives with difficult and/or escalated callers/clients.
  • Perform initial intake screening and enter client data into the electronic client record system (ECR).
  • Provide new clients with opening paperwork via mail, when appropriate.
  • Check documents for accuracy including completeness, dates, and signatures.
  • Enter any data into the ECR as directed and send any scanning to Records Specialist.
  • Open authorizations for services for new clients, if needed.
  • Send sliding scale clients an information letter and prepare referral sheets.
  • Data clean-up:
    • Complete closing of OHP files in coordination with billing department.
    • Scan documents of prospective clients who did not begin services.

Working Conditions:

  • Vision sufficient to read client records and related documentation.
  • Extended periods of time sitting at work station updating client records, and phone work.
  • Requires continual mental concentration and attention to details. Extended periods of focus and attention and computer use are frequently required.
  • Mobility, including occasional lifting a maximum of 20 lbs., bending, stooping, and reaching, and dexterity sufficient to assist clients and handle required job related functions and move about the facility.
  • Ability to cope with clients who may use challenging or offensive language with potential for escalation to physical aggression.

Req Number ADM-17-00017  
Salary Range* $13.08 to $14.50/hour DOE  
EOE Statement Options Counseling and Family Services is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

* The salary range is calculated using Oregon Equal Pay Law factors, which accounts for experience, education, training, travel, and workplace location.  

This position is currently not accepting applications.

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