Bilingual Care Support Specialist

Matter Health•Memphis, TN

1d•Onsite

About The Position

Matter Health is seeking a compassionate and dependable Bilingual Care Support Specialist to serve as the primary point of contact for patients and caregivers contacting care teams by phone. The specialist answers inbound calls in English and Spanish, understands and documents inquiries, and connects patients with the appropriate Care Coordinator, Nurse Practitioner, Registered Nurse, department, or other team member. The role independently resolves non-clinical requests and promptly escalates urgent or clinical concerns according to established protocols. It does not provide clinical care or medical advice. The position also provides administrative support through appointment coordination, medical record retrieval and routing, e-fax management, data entry and cleanup, refill-request intake, and patient-message follow-up. The specialist helps ensure patients feel heard, supported, and connected to the care they need while maintaining confidentiality and contributing to a collaborative, patient-centered team. 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 a telephonic patient-support, medical office, call center, or patient-services role.
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 patients 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 requires 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.
Promptly escalate urgent, emergent, or clinical concerns according to established protocols.
Assist patients with appointment requests, confirmations, cancellations, and rescheduling.
Resolve non-clinical requests independently 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.
Accurately document patient interactions, call outcomes, messages, and follow-up items 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 and hold times and a high level of first-contact resolution.
Complete non-telephonic administrative work, including 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 in 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.