Patient Care Support Specialist

Matter Healthcare; Memphis (TN); On-site; USD 22,000 - 33,000; 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 seeks a compassionate Care Support Specialist to be the first point of contact for patients and caregivers by phone. You will route inquiries to the appropriate care team, assist with appointments, document interactions in the EMR, and escalate clinical concerns per protocol, all while maintaining empathy and professionalism in Memphis.

You will support non-clinical requests, manage refill requests, and ensure timely responses, contributing to a positive patient experience and

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: Experience supporting patients or caregivers by phone in a healthcare environment
• Preferred: Experience using cloud-based contact center platforms such as 8x8 or Twilio
• Preferred: Bilingual proficiency, especially Spanish

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
• Escalate urgent, emergent, or clinical concerns promptly according to established protocols
• 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 with appropriate answer times and first-contact resolution
• Complete non-telephonic administrative work including e-fax management and data entry
• Proactively identify unmet patient needs and connect patients with the appropriate resources
• Maintain patient confidentiality and data security in HIPAA compliance
• Set appropriate expectations and maintain professional boundaries
• Participate in training and professional development
• Collaborate with clinical and operational team members to provide a seamless patient experience
• Contribute to a positive, patient-centered team culture

Skills

Inbound calls handling

Verbal communication

EMR familiarity

HIPAA compliance

Microsoft Teams/Outlook

Multitasking

Spanish proficiency (preferred)

Tools

athenaOne

Salesforce

8x8

Twilio

Job description

Matter Health seeks a compassionate Care Support Specialist to be the first point of contact for patients and caregivers by phone. You will route inquiries to the appropriate care team, assist with appointments, document interactions in the EMR, and escalate clinical concerns per protocol, all while maintaining empathy and professionalism in Memphis.

You will support non-clinical requests, manage refill requests, and ensure timely responses, contributing to a positive patient experience and