Care Coordinator

Matter Health•Memphis, TN

11d•Onsite

About The Position

Matter Health is seeking a highly organized and compassionate Care Coordinator to support our growing care teams in Memphis. The Care Coordinator serves as the centralized administrative support hub for an assigned care team, helping ensure patient needs, referrals, follow-up services, and care team communications remain organized and move forward efficiently. In this role, you will maintain a current view of the care team’s priorities by monitoring patient status changes, hospital and emergency department events, open care gaps, pending referrals, orders, and visit progress. You will coordinate daily care team huddles, manage referrals and authorizations from start to finish, conduct telephonic patient outreach, and ensure important information reaches the appropriate clinical or operational team member promptly. This is a patient-centered, non-provider role designed for someone who finds purpose in being the organized, persistent, and caring presence that keeps patients supported and the entire care team informed.

Requirements

2–3 years of experience in a medical office, healthcare practice, care coordination, or similar healthcare setting
Experience scheduling appointments or coordinating referrals to specialists, skilled nursing facilities, hospice programs, or other healthcare providers
Working knowledge of medical terminology and experience documenting in an EHR
Familiarity with insurance authorization processes, including in-network verification and prior authorization
Understanding of HIPAA-compliant medical record handling and patient confidentiality requirements
Strong organizational skills and attention to detail, with the ability to manage multiple patient cases, referrals, and deadlines simultaneously
Timely, proactive communication skills and the ability to relay updates or escalate concerns to the appropriate team member
Ability to engage patients and caregivers from diverse backgrounds and health literacy levels in a supportive, nonjudgmental manner
Comfort conducting patient outreach by phone using cloud-based softphone technology
Ability to translate patient conversations and care coordination activities into clear, accurate documentation
Ability to work effectively in a fast-paced, team-oriented healthcare environment

Nice To Haves

Current or previous CMA, CNA, EMT, or equivalent clinical certification
Bilingual proficiency, with a strong preference for Spanish-speaking candidates
Familiarity with Medicare, Medicaid, community-based resources, transportation services, and disease-management programs
Experience coordinating lab orders, in-home test kits, or durable medical equipment
Experience monitoring real-time healthcare dashboards, worklists, ADT feeds, or emergency department event notifications
Experience conducting post-discharge or post-emergency department follow-up calls

Responsibilities

Provide administrative coordination and support for an assigned care team, keeping daily support activities organized, visible, and moving forward
Coordinate daily care team huddles by preparing agendas, documenting updates and assignments, and tracking follow-up responsibilities
Serve as a communication link between field-based team members, providers, and centralized support staff
Communicate patient status changes, cancellations, no-shows, transportation barriers, access issues, and newly identified needs to the appropriate team member
Escalate clinical questions or concerns promptly to the RN, Nurse Practitioner, physician, or other appropriate provider
Monitor real-time dashboards, worklists, and event feeds for hospital and emergency department activity, open care gaps, pending orders and referrals, and visit completion status
Maintain a current, prioritized work list for the assigned care team and update it as patient needs and circumstances change
Support care gap closure by coordinating lab orders, specimen collection, in-home test kits, durable medical equipment, and other follow-up needs
Track orders and follow-up services through delivery, completion, and receipt of results or confirmation by the care team
Manage the referral process from initial request through confirmed completion of services
Identify and verify in-network specialists, skilled nursing facilities, hospice programs, community resources, and other appropriate referral destinations
Coordinate appointments and services with external providers, facilities, and vendors
Prepare prior authorizations and insurance approvals and follow up with payers to support timely completion
Obtain and transmit medical records, clinical documentation, and referral information in compliance with HIPAA requirements
Follow up with external providers and facilities to confirm scheduling, receipt of records, and completion of services
Coordinate transportation for referred appointments and services when needed
Conduct telephonic outreach regarding upcoming appointments, preventive care needs, open care gaps, emergency department follow-up, and missed appointments
Help patients understand discharge instructions, identify unmet needs, and schedule necessary follow-up care
Document all care coordination activities, patient contacts, referrals, interventions, and escalations accurately and promptly in the EHR
Track key process metrics, including contact attempts, scheduled follow-ups, referral and authorization completion, orders, transportation coordination, and visit completion
Maintain patient confidentiality and data security in accordance with HIPAA and organizational requirements
Demonstrate empathy, patience, professionalism, and appropriate boundaries in every interaction