Bilingual Patient Support Specialist

Matter Health; Memphis (TN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Employer-funded HSA options

401(k) with company match

Paid time off

Job summary

Matter Health in Memphis, TN is seeking a Bilingual Care Support Specialist to be the primary contact for patients and caregivers by phone, addressing inquiries in both English and Spanish and routing to the appropriate care team.

You will provide non-clinical support, coordinate appointments, manage records, and document interactions in the EMR, while escalating urgent matters per protocol. This is a full-time onsite role with benefits and a mission-driven team.

Qualifications

• Fluency in both English and Spanish with professional communication.
• 1–2 years of healthcare or telephonic patient-support experience.
• Experience managing high-volume inbound calls in a service-focused setting.
• Familiarity with medical terminology and EMR/EHR systems.
• Proficiency with Teams and Outlook for communications and scheduling.
• Ability to document accurately and route inquiries to the correct team.

Responsibilities

• Serve as the primary contact for inbound patient and caregiver calls in English and Spanish.
• Screen and route inquiries to Care Coordinators, Nurse Practitioners, RNs, or departments.
• Escalate urgent or clinical concerns per established protocols.
• Assist patients with appointment scheduling, confirmations, cancellations, and rescheduling; manage non-clinical requests.
• Document patient interactions and call outcomes in the EMR with accuracy.
• Maintain call queues, aiming for low hold times and high first-contact resolution.
• Coordinate non-telephonic tasks: e-fax management, records retrieval, data entry.

Skills

Bilingual English/Spanish

Healthcare experience

Call center experience

EMR/EHR familiarity

Microsoft Teams & Outlook

Strong communication

Documentation accuracy

Tools

AthenaOne

Salesforce

8x8 / Twilio

Job description

Matter Health in Memphis, TN is seeking a Bilingual Care Support Specialist to be the primary contact for patients and caregivers by phone, addressing inquiries in both English and Spanish and routing to the appropriate care team.

You will provide non-clinical support, coordinate appointments, manage records, and document interactions in the EMR, while escalating urgent matters per protocol. This is a full-time onsite role with benefits and a mission-driven team.