Clinical Support Specialist

About the Role

Arine is a rapidly growing healthcare technology and clinical services company dedicated to optimizing medication management. As a Clinical Support Specialist, you will utilize Arine's software platform to enhance patient outcomes and deliver clinical services. This is a patient-facing, phone-based role in a call center environment.

Key Responsibilities

• Engage patients over the phone to explain clinical programs such as medication adherence, medication therapy management, and medication reviews.
• Manage a consistent volume of outbound and inbound calls, maintaining productivity and service quality.
• Meet individual and team performance metrics for outreach, engagement, documentation quality, and service outcomes.
• Escalate potential medication-related and health-related issues to a pharmacist.
• Obtain provider contact information to facilitate clinical interventions.
• Obtain patient information required for clinical interventions.
• Answer phone calls from patients, providers, and pharmacies professionally.
• Accurately document all interactions, interventions, and outcomes in Arine's software platform.
• Participate in process improvement meetings and team meetings.
• Follow up with hospitals, clinics, pharmacies, and patients to resolve clinical issues.
• Prepare and send patient educational materials and other necessary items.
• Schedule patients for telephonic or videoconference appointments with clinical pharmacists.
• Assist with obtaining referrals and authorizations.
• Follow established workflows while remaining flexible as processes evolve.
• Take ownership of assigned work and see it through to completion.

Requirements & Tech Stack

• Google Workspace
• Mac (Apple) environment
• Slack
• Five9
• Ability to work 40 hours/week (Monday-Friday, 6 AM-6 PM Pacific Time, with up to two rotating Saturday shifts/month).
• Ability to pass a background check.
• Must live in and be eligible to work in the United States.
• Remote work requires an established private work area with reliable internet capable of low latency for voice and video calls.
• Required to come to on-site meetings multiple times per year.

Qualifications

• Bachelor's degree in Health Sciences or a related field is preferred.
• Healthcare certification is preferred (e.g., Certified Pharmacy Technician, Certified Medical Assistant, Behavioral Health Technician).
• Candidates with equivalent medical, healthcare, call center, customer service, or patient-facing experience are encouraged to apply.
• Ability to prioritize effectively and work in a fast-paced environment.
• Knowledge of basic medical terminology and medication names (brand and generic).
• Excellent written and oral communication skills.
• Strong interpersonal and customer service skills, with the ability to build rapport, demonstrate empathy, and remain patient-focused.
• Demonstrated reliability, accountability, and follow-through.
• High attention to detail with a strong commitment to documentation accuracy.
• Comfort working in a metrics-driven environment.
• Strong computer skills, including navigating multiple browser-based systems simultaneously, maintaining a high typing speed (WPM), and performing basic technical troubleshooting.
• Comfort learning and using new technologies, including clinical software platforms.
• Team player mindset with the ability to work independently.
• Openness to coaching, feedback, and continuous learning.

Nice-to-Haves

• Experience with other electronic medical records.
• Experience in an ambulatory care setting, including taking medication histories.
• Experience working in a high-volume, metrics-based healthcare call center or similar patient-facing environment.

Information Security

• All staff are expected to participate in the Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines.
• Each user is responsible for maintaining a secure working environment and following all policies and procedures.

Perks

• Temp-to-hire for an expected duration of 6 months, with the possibility of extension or conversion to a permanent role.
• Full benefits starting from day one of the temporary period.
• Unparalleled learning and growth prospects, collaborating with experienced professionals.

Compensation

• Hourly pay rate: $20-22/hour.

Seasonality & Schedule

• The Clinical Care team operates within a seasonal business cycle, with increased workload and scheduling demands during peak season (May through early December).
• Time off may be limited during peak season.
• Optional overtime may be offered during peak season.
• The Clinical Care department observes a holiday shutdown of approximately 2–3 weeks between late December and early January.
• Following the shutdown, the team transitions back to full capacity on a modified schedule through February, with potential variations in shifts or hours.