Care Support Specialist

Matter Health delivers primary and preventive healthcare directly to older adults living in affordable housing communities. Our mission is to improve healthcare access by meeting patients where they are and building trusted relationships within the communities we serve.

About the Role

Matter Health is seeking a compassionate and dependable 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, 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.

Responsibilities

• Serve as the primary point of contact for inbound patient and caregiver calls, providing a professional, compassionate, and welcoming experience
• 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

• 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
• Bilingual proficiency, with a strong preference for candidates who can communicate fluently with patients and caregivers in Spanish
• 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
• 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

Schedule

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.

Benefits

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