The posting
ABOUT MATTER HEALTH
Matter Health delivers primary and preventive healthcare directly to Medicare-eligible adults living in affordable housing communities. Our mission is simple: to improve healthcare access by meeting patients where they are and building trusted relationships within the communities we serve. As we rapidly expand across the country, we are building a team of mission-driven professionals who thrive in fast-paced, collaborative environments.
We Lead with Love in Everything We Do.
ABOUT THE ROLE
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 our care teams by phone.
In this role, you will answer inbound calls in both English and Spanish, understand the reason for each inquiry, document important information, and connect patients with the appropriate Care Coordinator, Nurse Practitioner, Registered Nurse, or department. You will independently resolve non-clinical requests while ensuring urgent or clinical concerns are escalated promptly according to established protocols.
You will also provide administrative support through appointment coordination, medical record retrieval, e-fax management, data entry, and patient message follow-up. Although this position does not provide clinical care or medical advice, it plays an essential role in ensuring every patient feels heard, supported, and connected to the care they need.
This position is ideal for someone who communicates with empathy, is fluent in both English and Spanish, remains composed in a fast-paced environment, and finds purpose in making a meaningful difference in a patient’s day and healthcare experience.
RESPONSIBILITIES
- Serve as the primary point of contact for inbound patient and caregiver calls, providing a professional, compassionate, and welcoming experience in both English and Spanish
- Screen inbound calls and route each inquiry to the appropriate Care Coordinator, Nurse Practitioner, Registered Nurse, department, or other team member
- Follow established protocols to escalate urgent, emergent, or clinical concerns promptly
- Assist patients with appointment requests, confirmations, cancellations, and rescheduling
- Independently 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
- 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 times, low 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
- Proactively identify unmet patient needs and connect patients with the appropriate resources or care team member
- Maintain patient confidentiality and data security in compliance with HIPAA and organizational requirements
- Set appropriate expectations and maintain professional and personal boundaries during all patient and caregiver interactions
- Participate in training and professional development related to call protocols, healthcare policies, systems, and patient-support best practices
- Collaborate with clinical and operational team members to provide a seamless patient experience
- Contribute to a positive, patient-centered team culture
QUALIFICATIONS
- Fluency in both 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 accurately understand, document, and route patient inquiries
- 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 the ability to document information accurately
- Ability to multitask, prioritize, and remain composed in a fast-paced, high-volume environment
- Sound judgment and the ability to recognize when an inquiry requires escalation to a clinical team member
- Ability to collaborate effectively with a multidisciplinary clinical and operational team
PREFERRED QUALIFICATIONS
- 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
WHAT SUCCESS LOOKS LIKE
- Providing every patient and caregiver with a compassionate and professional experience in both English and Spanish
- Answering and routing calls accurately, efficiently, and according to established protocols
- Recognizing clinical or urgent concerns and escalating them to the appropriate team member promptly
- Maintaining complete, accurate, and timely documentation in the electronic medical record
- Helping patients receive timely responses and remain connected to their care teams
- Balancing call-queue expectations with Matter Health’s commitment to high-quality, patient-centered support
- Serving as a dependable and collaborative partner to clinical and operational team members
WORK LOCATION
This is a full-time, in-office position based in Memphis, TN. Multiple shifts are available between 7:00 a.m. and 6:00 p.m. CT. Candidates must be located in the Memphis area and able to work onsite. There is no relocation assistance available for this position.
WHY MATTER HEALTH
We believe where someone lives should never determine the healthcare they receive. Every team member at Matter Health plays an important role in expanding healthcare access for older adults living in affordable housing communities. Our work removes barriers to care and improves lives through relationship-based healthcare.
If you are passionate about helping patients feel heard, supported, and connected to the care they need, we want to meet you.
We Lead with Love in Everything We Do.
WORKING AT MATTER HEALTH
We are committed to supporting the whole person—at work and beyond. Full-time team member benefits begin the first of the month following your start date.
HEALTH & WELLNESS
- 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
FINANCIAL SECURITY
- Competitive compensation
- 401(k) with company match beginning at Day 60
- Access to financial wellness resources
TIME AWAY
- Up to 4 weeks of Paid Time Off
- 10 paid company holidays
- 2 volunteer days annually
EQUAL OPPORTUNITY EMPLOYER
Matter Health is an equal opportunity employer committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and are dedicated to creating an environment where every team member feels valued, respected, and supported.
