# Care Support Specialist

**Company:** [Matter Healthcare](https://hotfix.jobs/companies/matter-healthcare)
**Location:** Memphis, TN
**Role:** Customer Support
**Experience:** 1+ years
**Skills:** Medical Terminology, Electronic Health Records, Microsoft Teams, Microsoft Outlook, HIPAA, Appointment Scheduling, Medical Records, E-Fax, Salesforce, Athenaone, 8X8, Twilio
**Posted:** 2026-08-24

> Provides compassionate inbound phone support for patients and caregivers, routing clinical concerns, coordinating appointments, documenting interactions, and handling healthcare administration. Requires 1–2 years of healthcare or patient-support experience, strong communication, attention to detail, and sound escalation judgment.

## Job Description

## Responsibilities
- Serve as the primary contact for inbound patient and caregiver calls.
- Screen and route inquiries to the appropriate care team member or department.
- Escalate urgent, emergent, or clinical concerns according to established protocols.
- Assist with appointment requests, confirmations, cancellations, and rescheduling.
- Resolve non-clinical requests within the role’s scope.
- Receive refill requests and route them to clinical team members.
- Document interactions, call outcomes, messages, and follow-up items in the EHR.
- Relay patient messages and follow up to support timely responses.
- Manage call queues while maintaining service levels and first-contact resolution.
- Complete e-fax management, medical record retrieval and routing, data entry, and data cleanup.
- Identify unmet patient needs and connect patients with appropriate resources.
- Maintain confidentiality and data security in compliance with HIPAA.
- Collaborate with clinical and operational teams to provide a seamless patient experience.

## Requirements
- 1–2 years of healthcare experience, ideally in telephonic patient support, a medical office, call center, or patient-services role.
- Experience managing high-volume inbound calls in a professional, service-oriented environment.
- Familiarity with medical terminology.
- Experience using an electronic health record or medical record system.
- Basic proficiency with Microsoft Teams, Outlook, and workplace technology.
- Strong verbal communication and compassionate patient-service skills.
- Ability to support people from diverse backgrounds, including those with limited health literacy or significant health and social needs.
- Strong attention to detail and accurate documentation skills.
- Ability to multitask, prioritize, and remain composed in a fast-paced environment.
- Sound judgment when determining whether escalation is needed.
- Ability to collaborate with multidisciplinary teams.

## Preferred Qualifications
- Experience supporting patients or caregivers by phone in a healthcare setting.
- Experience with athenaOne, Salesforce, or similar EHR and CRM platforms.
- Experience with cloud-based contact center or softphone platforms such as 8x8 or Twilio.
- Fluency in Spanish in addition to English.
- Experience with appointment scheduling, refill-request intake, medical records, or e-faxes.

## Compensation and Benefits
- Competitive compensation.
- Medical, dental, and vision coverage.
- Employer-funded HSA options.
- Employer-paid life and disability insurance.
- Voluntary illness, accident, and hospitalization coverage.
- Access to in-person and virtual care services.
- 401(k) with company match beginning at Day 60.
- Financial wellness resources.
- Up to 4 weeks of paid time off.
- 10 paid company holidays.
- 2 volunteer days annually.

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