Bilingual Care Support Specialist

Matter Health•Memphis, TN

9d•Onsite

About The Position

Matter Health is seeking a compassionate and dependable Bilingual Care Support Specialist to serve as the primary phone contact for patients and caregivers. The role answers inbound calls in English and Spanish, determines the reason for each inquiry, documents relevant information, and connects callers with the appropriate care team member or department. The specialist resolves non-clinical requests independently and escalates urgent or clinical concerns promptly under established protocols. The position also provides administrative support, including appointment coordination, medical record retrieval, e-fax management, data entry, and patient message follow-up. It does not provide clinical care or medical advice. This is a full-time, in-office position based in Memphis, Tennessee. Candidates must live in the Memphis area and be able to work onsite. Multiple shifts are available between 7:00 a.m. and 6:00 p.m. Central Time. Relocation assistance is not available.

Requirements

Fluency in English and Spanish, with the ability to communicate clearly and professionally with patients and caregivers in both languages.
1–2 years of healthcare experience, ideally in telephonic patient support, a medical office, a call center, or patient services.
Experience managing high-volume inbound calls in a professional, service-oriented environment.
Familiarity with medical terminology sufficient to understand, document, and route patient inquiries accurately.
Experience using an electronic health record or electronic medical record system.
Basic proficiency with workplace technology and applications such as Microsoft Teams and Outlook.
Strong verbal communication skills and the ability to communicate clearly and compassionately with patients and caregivers.
Ability to assist people from diverse backgrounds, including individuals with limited health literacy or significant health and social needs.
Strong attention to detail and ability to document information accurately.
Ability to multitask, prioritize, and remain composed in a fast-paced, high-volume environment.
Sound judgment and ability to recognize when an inquiry needs escalation to a clinical team member.
Ability to collaborate effectively with a multidisciplinary clinical and operational team.
Must be located in the Memphis area and able to work onsite.

Nice To Haves

Experience supporting patients or caregivers by phone in a healthcare environment.
Experience using athenaOne, Salesforce, or similar EHR and CRM platforms.
Experience using cloud-based contact center or softphone platforms such as 8x8 or Twilio.
Experience with appointment scheduling, refill-request intake, medical records, e-faxes, or other healthcare administrative processes.

Responsibilities

Serve as the primary point of contact for inbound patient and caregiver calls in English and Spanish, providing a professional, compassionate, and welcoming experience.
Screen inbound calls and route inquiries to the appropriate Care Coordinator, Nurse Practitioner, Registered Nurse, department, or other team member.
Escalate urgent, emergent, or clinical concerns promptly according to established protocols.
Assist with appointment requests, confirmations, cancellations, and rescheduling.
Resolve non-clinical requests and answer general practice questions within the scope of the role.
Receive patient refill requests and route them to the appropriate clinical team member for review and processing.
Document patient interactions, call outcomes, messages, and follow-up items accurately in the electronic medical record.
Relay patient messages to clinical team members and follow up to support timely responses.
Manage inbound call queues while maintaining appropriate answer times, low hold times, and strong first-contact resolution.
Complete administrative work such as e-fax management, medical record retrieval and routing, data entry, and data cleanup.
Identify unmet patient needs and connect patients with appropriate resources or care team members.
Maintain patient confidentiality and data security in compliance with HIPAA and organizational requirements.
Set appropriate expectations and maintain professional and personal boundaries during patient and caregiver interactions.
Participate in training and professional development related to call protocols, healthcare policies, systems, and patient-support practices.
Collaborate with clinical and operational team members to provide a seamless patient experience and contribute to a positive, patient-centered team culture.

Benefits

Medical, dental, and vision coverage.
Employer-funded HSA options.
Employer-paid life and disability insurance.
Voluntary illness, accident, and hospitalization coverage.
Access to Matter Health’s in-person and virtual care services.
Competitive compensation.
401(k) with company match beginning at Day 60.
Access to financial wellness resources.
Up to 4 weeks of paid time off.
10 paid company holidays.
2 volunteer days annually. Full-time team member benefits begin the first of the month following the start date.