Bilingual Care Support Specialist

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 SpanishScreen inbound calls and route each inquiry to the appropriate Care Coordinator, Nurse Practitioner, Registered Nurse, department, or other team memberFollow established protocols to escalate urgent, emergent, or clinical concerns promptlyAssist patients with appointment requests, confirmations, cancellations, and reschedulingIndependently resolve non-clinical requests and answer general practice questions within the scope of the roleReceive patient refill requests and route them to the appropriate clinical team member for review and processingAccurately document patient interactions, call outcomes, messages, and follow-up items in the electronic medical recordRelay patient messages to clinical team members and follow up to support timely responsesManage inbound call queues while maintaining appropriate answer times, low hold times, and a high level of first-contact resolutionComplete non-telephonic administrative work, including e-fax management, medical record retrieval and routing, data entry, and data cleanupProactively identify unmet patient needs and connect patients with the appropriate resources or care team memberMaintain patient confidentiality and data security in compliance with HIPAA and organizational requirementsSet appropriate expectations and maintain professional and personal boundaries during all patient and caregiver interactionsParticipate in training and professional development related to call protocols, healthcare policies, systems, and patient-support best practicesCollaborate with clinical and operational team members to provide a seamless patient experienceContribute 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 languages1–2 years of healthcare experience, ideally in a telephonic patient-support, medical office, call center, or patient-services roleExperience managing high-volume inbound calls in a professional, service-oriented environmentFamiliarity with medical terminology sufficient to accurately understand, document, and route patient inquiriesExperience using an electronic health record or electronic medical record systemBasic proficiency with workplace technology and applications such as Microsoft Teams and OutlookStrong verbal communication skills and the ability to communicate clearly and compassionately with patients and caregiversAbility to assist patients from diverse backgrounds, including individuals with limited health literacy or significant health and social needsStrong attention to detail and the ability to document information accuratelyAbility to multitask, prioritize, and remain composed in a fast-paced, high-volume environmentSound judgment and the ability to recognize when an inquiry requires escalation to a clinical team memberAbility to collaborate effectively with a multidisciplinary clinical and operational team Preferred Qualifications Experience supporting patients or caregivers by phone in a healthcare environmentExperience using athenaOne, Salesforce, or similar EHR and CRM platformsExperience using cloud-based contact center or softphone platforms such as 8x8 or TwilioExperience 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 SpanishAnswering and routing calls accurately, efficiently, and according to established protocolsRecognizing clinical or urgent concerns and escalating them to the appropriate team member promptlyMaintaining complete, accurate, and timely documentation in the electronic medical recordHelping patients receive timely responses and remain connected to their care teamsBalancing call-queue expectations with Matter Health’s commitment to high-quality, patient-centered supportServing 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 coverageEmployer-funded HSA optionsEmployer-paid life and disability insuranceVoluntary illness, accident, and hospitalization coverageAccess to Matter Health’s in-person and virtual care services FINANCIAL SECURITY Competitive compensation401(k) with company match beginning at Day 60Access to financial wellness resources TIME AWAY Up to 4 weeks of Paid Time Off10 paid company holidays2 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.