Client Service Specialist- Bilingual

Austin Child Guidance Center (ACGC) is a leader in trauma-informed care for children in the Austin area. For over 70 years, the Center has provided high quality mental health services to children and families here in Austin. ACGC’s mission is to provide accessible, high quality mental health services to children and their families empowering them to thrive in childhood and beyond.

Position Title: Client Services Specialist-Bilingual

Department: Programs

Reports To: Manager of Intake and Support

Position(s) Supervised: None

Salary: $45,000 - $50,000

Role Summary: The Client Services Specialist serves as the first point of contact for children, families, adults, and community partners entering the organization. This position provides a welcoming, professional, and trauma-informed environment while supporting daily administrative operations. The Client Services Specialist ensures clients receive timely assistance, accurate information, and high-quality customer service that reflects Austin Child Guidance Center’s mission and values.

Duties and Responsibilities:

Client Services & Front Desk Operations

• Greet all clients, visitors, and staff in a warm, courteous, and professional mann
• Check clients in and out, notify appropriate staff of their arrival
• Answer incoming phone calls, provide information, transfer calls, and take messages
• Maintain a clean, organized, and child-friendly reception area
• Maintain professional communication, boundaries, and presence while at the front desk
• Help complete intake forms, other paperwork, and electronic assessments
• Help clients access resources
• Support play leaders and other volunteers

Administrative Support

• Schedule, confirm, and update client appointments
• Verify and update client information in electronic health systems
• Handle client payments, issue receipts, and follow organizational billing procedures
• Monitor and document fax and other referral sources
• Provide general administrative support to program and leadership staff, including data entry, printing, office supplies, and other activities
• Other duties as assigned

Safety & Confidentiality

• Follow all confidentiality, HIPAA, and other safety policies and procedures
• Observe and report any safety concerns or unusual visitor behavior in accordance with organizational procedures
• Support emergency procedures, including sign-in procedures, evacuation protocols, and building access

Required Qualifications:

· High school diploma or equivalent.

· Bilingual in English and Spanish.

· At least one year of experience in customer service, reception, or administrative support.

· Strong communication and interpersonal skills with the ability to engage respectfully with children, families, and adults from diverse backgrounds.

· Ability to maintain professionalism during high-traffic or emotionally sensitive situations.

· Proficiency with Microsoft Office, including fax/email, scheduling systems, and data entry.

Preferred Qualifications:

· One year or more of education in healthcare administration, business administration, social services, or a related field preferred; relevant experience may be substituted.

· Experience working in a nonprofit, mental health, education, or social services setting.

· Experience working with an electronic health record (EHR).

· Experience with accurate and timely data entry and participation in quality assurance activities.

· Familiarity with trauma-informed practices and culturally responsive communication.

· Working knowledge of insurance eligibility, benefits verification, authorizations, referral tracking, and payer documentation requirements, including Medicaid, Medicare, commercial insurance, and managed care plans.

Competencies:

· Equity—Demonstrates appreciation of identities, is aware of privilege and power dynamics, and acknowledges the impact of these on service provision. Actively increases self-awareness and understanding of diverse populations. Pursues solutions to systemic issues.

· Ethics—Upholds agency’s core values, as well as the code of ethics for their accrediting body, if applicable. Navigates complex ethical dilemmas with transparency and with client well-being at the forefront of decision-making.

· Trauma-Informed Care—Empowers clients and their families utilizing trauma-informed skills. Fosters collaborative therapeutic relationships that respect clients as experts of their lives. Supports clients in making informed decisions and exercising choices.

· Safety and Confidentiality—Adheres to state and agency standards related to client and staff safety, including HIPAA compliance, mandated reporting, and screening for suicidality. Implements strategies to enhance safety including safety planning, providing appropriate referrals, and staffing cases with supervisors. Able to safe-guard and handle confidential information with discretion.

· Spanish Language Skills—Possesses advanced verbal, written, reading and comprehension skills in Spanish, which includes specialized clinical language needed to conduct outpatient mental health services. Applicant’s level of proficiency will be evaluated using a bilingual skills assessment and verbal interview.

· Customer Service Skills—Possesses strong communication skills to clearly share information and actively listen, paired with empathy and patience to handle guests’ needs respectfully. Possesses organization skills, able to manage multiple requests while maintaining a positive, professional demeanor. Adept at problem-solving and conflict resolution to address issues quickly and diplomatically, supported by solid knowledge of the organization’s services and local area to provide accurate, helpful assistance.

· Data Entry and Quality Assurance Skills—Able to review documents for completeness, identify missing documentation, coordinate follow-up, and help ensure timely access to services. Strong understanding of HIPAA requirements, confidentiality standards, and accurate documentation practices in electronic health records, case management systems, or referral tracking platforms. Demonstrated ability to work collaboratively with others, manage time and job duties, support quality assurance efforts, and promote consistent, compassionate service delivery

Physical Demands:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.

· Vision adequate to read correspondence, computer screen, forms, etc.

· While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard

· Strength and motor skills to manage manipulative items associated with the provision of care.

· Ability to perform minor outdoor activities including but not limited to watering landscape and garden.

Comment:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• professional office: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person

Salary : $45,000 - $50,000