Clinical Support Specialist (Temporary to Permanent)

About Arine

Arine is a fast-growing healthcare technology and clinical services organization based in San Francisco, focusing on improving medication management to achieve better economic and health outcomes. Using advanced data science, machine learning, and AI combined with clinical expertise, Arine helps optimize medication use to reduce harm and costs, impacting over 45 million members nationwide. Their mission is to deliver personalized medication care through a patient-centric SaaS platform, improving health and reducing avoidable hospitalizations and expense.

Role Overview

As a Clinical Support Specialist at Arine, you will be part of the Clinical Care team, working remotely in a patient-facing call center environment. Reporting to a Clinical Support Lead, your responsibilities include making outbound calls to patients, providers, and pharmacies to assist with medication-related interventions, gathering accurate clinical information, scheduling appointments, resolving medication issues, and responding to inbound support inquiries. This role demands empathy, excellent communication, attention to detail, and proficiency with technology to support patients navigating their healthcare challenges.

Key Duties

• Engage in clear communication with patients regarding clinical programs and benefits.
• Handle a consistent workload of inbound and outbound calls, maintaining productivity and service quality.
• Meet performance goals related to outreach, engagement, and documentation accuracy.
• Escalate clinical concerns to pharmacists as needed.
• Collect and verify provider and patient information to facilitate interventions.
• Respond professionally to inquiries from patients, providers, and pharmacies.
• Document all interactions thoroughly in Arine's platform.
• Participate in team meetings and continuous workflow improvements.
• Coordinate follow-up with healthcare facilities and patients to address clinical matters.
• Prepare and distribute educational materials and assist with scheduling appointments and authorizations.
• Adhere to evolving workflows while taking ownership of assigned tasks.

Candidate Profile

• Preferred bachelor's degree in Health Sciences or related field; healthcare certifications or equivalent patient-facing experience are a plus.
• Knowledge of medical terminology and pharmaceutical names.
• Strong communication and interpersonal skills with empathy and high customer service orientation.
• Detail-oriented with commitment to accurate documentation within a metrics-driven environment.
• Comfortable with technology, including proficiency in Google Workspace, Mac OS, collaboration tools, contact center systems, and multitasking across software platforms.
• Ability to learn new clinical software and troubleshoot minor technical issues.
• Reliable, accountable, self-motivated, and open to coaching and feedback.
• Willingness to work 40 hours weekly with flexibility for rotating Saturday shifts within business hours of Monday-Friday, 6AM-6PM Pacific Time.

Additional Skills and Experiences (Preferred)

• Experience with electronic medical records and ambulatory care.
• Background in high-volume healthcare call centers or similar patient interactions.

Remote Work and Security Requirements

• A private workspace ensuring patient information confidentiality.
• Reliable internet connection for seamless video and voice communication.
• Availability to attend occasional onsite meetings for onboarding and team collaboration.
• Compliance with Arine's information security protocols and HIPAA training.

Employment Terms

This is a temp-to-hire position anticipated to last 6 months, with full benefits eligibility from day one. Conversion to permanent status depends on performance and organizational needs. The hourly pay ranges from $20 to $22, influenced by experience and location.

Work Schedule and Seasonality

The role involves a seasonal workload with peak demand between May and early December, during which overtime may be available and time off might be limited. The department observes a 2–3 week holiday closure between late December and early January, followed by a modified schedule through February.

Other Important Information

• Applicants must reside in and be authorized to work in the United States.
• Successful completion of background checks is required.
• Arine fosters an inclusive work environment, valuing diversity and equal opportunity.
• Official communications only come from Arine's verified channels; beware of unsolicited requests for sensitive information.
• Recruitment agencies are not accepted without prior agreements.