Bilingual Clinical Support Specialist (Temp-to-Hire)

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs. Frequently, medications cause more harm than good. Incorrect drugs and doses costs the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams. Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers. Why is Arine a Great Place to Work?: Outstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence. Making a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care. Market Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually. Dramatic Growth - Arine is managing more than 18 million lives across prominent health plans after only 4 years in the market, and was ranked 236 on the 2024 Inc. 5000 list and was named the 5th fastest-growing company in the AI category. 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 Bilingual fluency in English and either Spanish, Mandarin / Cantonese or Vietnamese. Must be comfortable speaking to patients in that language regarding their medications and healthcare 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. Job Requirements: Ability to pass a background check Must live in and be eligible to work in the United States Information Security Roles and Responsibilities: All staff at Arine are expected to be part of its Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines. Each user is responsible to maintain a secure working environment and follow all policies and procedures. Upon hire, each person is assigned and must complete trainings before access is granted for their specific role within Arine. Arine is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect. We do not discriminate on the basis of race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status. Our hiring decisions and employment practices are based solely on qualifications, merit, and business needs. We encourage individuals from all backgrounds to apply and join us in our mission. Check our website at https://www.arine.io . This is a unique opportunity to join a growing start-up revolutionizing the healthcare industry! Job Offers: Arine uses the arine.io domain and email addresses for all official communications. If you received communication from any other domain, please consider it spam. Note to Recruitment Agencies: We appreciate your interest in finding talent for Arine, but please be advised that we do not accept unsolicited resumes from recruitment agencies. All resumes submitted to Arine without a prior written agreement in place will be considered property of Arine, and no fee will be paid in the event of a hire. Thank you for your understanding.