Clinical Support Specialist

Summary

Join Arine's Clinical Care team in San Francisco as a valued member contributing to optimizing patient outcomes and enhancing patient care. You will utilize Arine's software platform to make outbound calls to patients, providers, and pharmacies, intervening in patient cases identified by the platform's risk stratification algorithms. Responsibilities include patient engagement, answering inbound customer support requests, collaborating with clinical pharmacists and the product team, and ensuring accurate record-keeping. This temp-to-hire position offers full benefits from day one and the opportunity to contribute to a rapidly growing healthcare technology company making a significant difference in patient lives. The role requires a Bachelor's degree in Health Sciences or a related field, or a healthcare background with certification, along with excellent communication and computer skills. The position offers a competitive hourly rate and the potential for conversion to a permanent role.

Requirements

• A Bachelor's degree in Health Sciences or a related field or a healthcare background with certification (e.g., Pharmacy Technician, Certified Medical Assistant - NCMA/RMA/CMA, Behavioral Health Technician)
• 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 computer skills, including proficiency in the Microsoft 365 and Google Workspace
• A team player mindset with the ability to work independently
• Ability to work 40 hours/week (Monday-Saturday up to 7PM Pacific Time)
• Ability to pass a background check
• Must live in and be eligible to work in the United States

Responsibilities

• Engage patients over the phone to deliver Arine's services on behalf of their health plan, including explaining clinical programs and benefits
• Identify potential medication-related and health-related issues and escalate them to the pharmacist
• Obtain provider contact information to facilitate the delivery of clinical interventions
• Obtain patient information required for clinical interventions
• Answer phone calls from patients, providers, and pharmacies and respond to inquiries professionally
• Maintain accurate record keeping in Arine's software platform
• Participate in process improvement meetings and team meetings to optimize workflows
• Follow up with hospitals, clinics, pharmacies, and patients to resolve clinical issues and concerns
• Prepare and mail patient educational materials and other necessary items as needed
• Schedule patients for telephonic or videoconference appointments with clinical pharmacists
• Assist with obtaining referrals and authorizations
• Undertake other assigned projects
• Make outbound calls to patients, providers, and pharmacies to intervene in patient cases identified by Arine's platform using risk stratification algorithms
• These calls may involve obtaining and recording health and contact information, scheduling appointments, resolving medication-related issues, and performing patient engagement activities
• Answer inbound customer support requests and other assigned duties
• Collaborate with Arine's Clinical Pharmacists and Product team to optimize operational processes and provide input on product development as proxy for Arine’s patients and external providers
• Communicate effectively, maintain a cooperative working relationship with clients and colleagues, be respectful and accept constructive feedback professionally, and continuously learn new skills to deliver quality customer service and patient care

Preferred Qualifications

• Experience with other electronic medical records
• Experience in an ambulatory care setting, including taking medication histories
• Experience working in a busy healthcare environment
• Bilingual fluency in both English and Spanish

Benefits

• Full benefits starting from day one (during the temporary period)
• This position is temp-to-hire for a minimum of 3 months, with the possibility of extension or conversion to a permanent role based on performance and business needs
• Hourly pay rate: $17-22/hour