Clinical Support Specialist

About the Role

Arine is a rapidly growing healthcare technology and clinical services company focused on improving medication management for patients. This is a patient-facing, phone-based role in a call center environment.

Key Responsibilities

• Engage patients over the phone to deliver Arine's services on behalf of their health plan, explaining clinical programs and benefits.
• Manage a consistent volume of outbound and inbound calls while maintaining productivity and service quality.
• Meet individual and team performance metrics related to outreach, engagement, documentation quality, and service outcomes.
• Escalate potential medication-related and health-related issues to a pharmacist.
• Obtain provider and patient contact information required for clinical interventions.
• Answer phone calls from patients, providers, and pharmacies and respond to inquiries professionally.
• Accurately document all interactions, interventions, and outcomes in Arine's software platform.
• Participate in process improvement and team meetings to optimize workflows.
• Follow up with hospitals, clinics, pharmacies, and patients to resolve clinical issues and concerns.
• 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.
• Make outbound calls to patients, providers, and pharmacies to intervene in patient cases identified by Arine's platform.
• Obtain and accurately document health and contact information.
• Schedule appointments.
• Resolve medication-related issues.
• Perform patient engagement activities.
• Answer inbound customer support requests.
• Handle other assigned duties.

Requirements & Tech Stack

• Communication Skills: Excellent written and oral communication skills.
• Customer Service: Strong interpersonal and customer service skills, with the ability to build rapport, demonstrate empathy, and remain patient-focused.
• Documentation: High attention to detail with a strong commitment to documentation accuracy.
• Technology:
• Strong computer skills, including proficiency in Google Workspace and Mac (Apple) environment.
• Comfort using collaboration and contact-center tools such as Slack and Five9.
• Ability to navigate multiple browser-based systems simultaneously.
• High typing speed (WPM).
• Ability to perform basic technical troubleshooting.
• Comfort learning and using new technologies, including clinical software platforms.
• Work Environment:
• Ability to prioritize effectively and work in a fast-paced environment.
• Comfort working in a metrics-driven environment where outcomes and quality are tracked.
• Demonstrated reliability, accountability, and follow-through.
• Team player mindset with the ability to work independently.
• Openness to coaching, feedback, and continuous learning.
• Ability to work 40 hours/week (within company operating hours of Monday-Friday, 6AM-6PM Pacific Time, with up to two rotating Saturday shifts/month).
• Ability to pass a background check.
• Remote Work:
• An established private work area that ensures information privacy.
• Reliable internet capable of low latency with the ability to carry video and voice calls without breaking up.
• Must live in and be eligible to work in the United States.
• Required to come to on-site meetings multiple times per year.

Qualifications

• Education: Bachelor's degree in Health Sciences or a related field preferred.
• Certifications: Healthcare certification preferred (e.g., Certified Pharmacy Technician, Certified Medical Assistant, Behavioral Health Technician).
• Experience: Candidates with equivalent medical, healthcare, call center, customer service, or patient-facing experience are encouraged to apply.
• Knowledge: Knowledge of basic medical terminology and medication names (brand and generic).

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.

Seasonality & Schedule

• The Clinical Care team operates within a seasonal business cycle.
• Peak season (May through early December) involves increased workload and scheduling demands, with potentially limited time off. Optional overtime may be offered.
• Annual 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 differences in shifts or hours.

Compensation

• Hourly pay rate: $20-22/hour.

Employment Type

• Temp-to-hire for an expected duration of 6 months, with the possibility of extension or conversion to a permanent role.
• Full benefits provided from day one during the temporary period.