Clinical Support Specialist

The Role:

Are you passionate about improving patients' lives? Join our Clinical Care team at Arine! As a valued team member, you will utilize Arine's software platform to optimize patient outcomes, enhance patient care, and efficiently deliver our clinical services.

Under the supervision of a Clinical Support Lead, you will make outbound calls to patients, providers, and pharmacies to intervene in patient cases identified by Arine's platform. These calls may involve obtaining and accurately documenting health and contact information, scheduling appointments, resolving medication-related issues, and performing patient engagement activities. In addition, you will answer inbound customer support requests and handle other assigned duties.

This is a patient-facing, phone-based role in a call center–style environment where you will spend the majority of your day engaging with patients, providers, and pharmacies by phone. We are seeking a patient-centric, compassionate problem solver who is self-motivated, receptive to coaching and feedback, and thrives on helping others navigate healthcare challenges.

Success in this role requires strong communication skills, attention to detail in documentation, comfort working with technology, and the ability to adapt in a fast-paced environment. You will be expected to manage your workload independently while demonstrating accountability and reliability in your work. Arine fosters a metrics and feedback-driven environment where ongoing coaching is used to support individual growth, performance improvement, and development.

What You’ll Be Doing:

• Engaging patients over the phone to deliver Arine's services on behalf of their health plan, including clearly explaining clinical programs (i.e. medication adherence, medication therapy management, medication reviews, etc.) and benefits
• Managing a consistent volume of outbound and inbound calls while maintaining productivity and service quality
• Meeting individual and team performance metrics related to outreach, engagement, documentation quality, and service outcomes
• Escalating potential medication-related and health-related issues to a pharmacist
• Obtaining provider contact information to facilitate the delivery of clinical interventions
• Obtaining patient information required for clinical interventions
• Answering phone calls from patients, providers, and pharmacies and responding to inquiries professionally
• Accurately documenting all interactions, interventions, and outcomes in Arine's software platform
• Participating in process improvement meetings and team meetings to optimize workflows
• Following up with hospitals, clinics, pharmacies, and patients to resolve clinical issues and concerns
• Preparing and sending patient educational materials and other necessary items as needed
• Scheduling patients for telephonic or videoconference appointments with clinical pharmacists
• Assisting with obtaining referrals and authorizations
• Following established workflows while remaining flexible as processes evolve
• Taking ownership of assigned work and seeing it through to completion

Who You Are and What You Bring:

• Bachelor's degree in Health Sciences or a related field preferred. Healthcare certification 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 during high-volume phone interactions
• Demonstrated reliability, accountability, and follow-through 
• High attention to detail with a strong commitment to documentation accuracy
• Comfort working in a metrics-driven environment where outcomes and quality are tracked
• Strong computer skills, including proficiency in Google Workspace and Mac (Apple) environment, with comfort using collaboration and contact-center tools such as Slack and Five9, navigating multiple browser-based systems simultaneously, utilizing keyboard shortcuts, maintaining a high typing speed (WPM), and performing basic technical troubleshooting to stay productive in a phone-based environment
• Comfort learning and using new technologies, including clinical software platforms
• A 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)

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    

Remote Work Requirements:

• 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
• This role is remote, but you will be required to come to on-site meetings multiple times per year. This may be in the interview process, onboarding, and team meetings

Perks:

Joining Arine offers you a dynamic role and the opportunity to contribute to the company's growth and shape its future. You'll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs.

This position is temp-to-hire for an expected duration of 6 months, with the possibility of extension or conversion to a permanent role based on performance and business needs. Throughout the temporary period, you will receive full benefits starting from day one.

The posted range represents the expected hourly rate for this position and does not include any other potential components of the compensation package, benefits, and perks. Ultimately, the final pay decision will consider factors such as your experience, job level, location, and other relevant job-related criteria. The hourly pay rate for this position is: $20-22/hour.

Seasonality & Schedule:

Our Clinical Care team operates within a seasonal business cycle, and we want candidates to have a clear picture of what to expect. During peak season (May through early December), our team plays a vital role in supporting business operations. Workload and scheduling demands increase during this time, and time off may be limited. Optional overtime may also be offered to meet business needs. Each year, the Clinical Care department observes a holiday shutdown of approximately 2–3 weeks between late December and early January. Please note that while Arine remains operational, the Clinical Care department is closed during this period. Following the shutdown, the team transitions back to full capacity on a modified schedule through February, during which some shifts or hours may differ from standard operations. We value transparency and encourage candidates who thrive in dynamic, seasonal environments to apply.