Clinical Support Specialist

About Us Arora Health & Aesthetics is a fast-growing company that helps wellness and digital health companies scale their business. Physician-led and patient-centered, we provide the team, technology, and tools clients need to deliver care with confidence. Whether it’s peptides, aesthetic treatments, weight loss, hormone therapies, or regenerative medicine, our platform makes it safe, simple, and scalable. We are seeking a Registered Nurse (RN) to serve as a second-layer triage as a Clinical Support Specialist for our Telehealth provider team. Working closely with our Medical Assistant Chat Support team and Telehealth providers, this role serves as a critical link between patient communications and clinical decision-making. Position Summary The Clinical Support Specialist serves as a key member of the Telehealth care team, supporting patient communication and clinical workflows across multiple brands and platforms. This role reviews and triages patient chat conversations, gathers relevant clinical information, collaborates with providers to facilitate timely resolution, and communicates provider-directed recommendations and next steps to patients. Working within established protocols and treatment plans, the Clinical Support Specialist helps deliver a safe, consistent, and high-quality patient experience while supporting efficient provider operations in a fast-paced virtual care environment. Key Responsibilities Clinical Support Review patient inquiries requiring clinical support and determine when provider review, escalation, or additional clinical information is needed. Gather and organize relevant clinical information, including medications, medical history, intake forms, and prior documentation, to support provider decision-making. Identify urgent or emergent concerns and escalate immediately in accordance with established clinical protocols. Support safe and timely patient care by facilitating appropriate clinical workflows and ensuring providers have the information needed to make informed decisions. Communication, Workflow & Documentation Communicate patient inquiries to providers, ensuring relevant clinical information, documentation, and patient-reported details are organized and readily available to support clinical decision-making. Communicate provider-directed recommendations, instructions, and follow-up guidance to patients in a clear, accurate, and professional manner, translating clinical information into patient-friendly language while remaining within nursing scope of practice. Coordinate outreach to obtain additional information, documentation, or clarification needed to support provider review and patient care. Document patient communications, escalations, provider-directed guidance, and follow-up actions accurately within the EMR and other designated systems. Monitor and manage patient communication queues to ensure response times, escalations, and follow-up activities are completed within established service level agreements (SLAs). Track and report operational performance metrics, including response times, turnaround times, escalations, workflow trends, and queue performance to support quality assurance and operational excellence. Support provider workflows across patient messaging, clinical escalations, quality assurance initiatives, and other operational support functions while ensuring appropriate handoffs and escalation pathways are followed. Escalate workflow, system, or technical issues as appropriate and partner with clinical and operations leadership to improve patient education materials, intake forms, FAQs, disclosures, and workflow processes. Other duties as assigned. Compliance & Confidentiality This role handles protected health information (PHI). You must follow HIPAA and company privacy policies at all times. All chat interactions are part of the legal medical record, and communications must remain professional, clinically accurate, and compliant. The Clinical Support Specialist must practice within the scope of their nursing license and in accordance with applicable state regulations. What We're Looking For Active, unrestricted Registered Nurse (RN) license in good standing with a multi-state compact nursing license required. Minimum of 3 years of clinical nursing experience; Telehealth, care coordination, wellness, aesthetics, or clinical support experience strongly preferred. Strong understanding of clinical workflows and the ability to identify issues requiring provider review or escalation. Excellent written communication skills with a professional, empathetic, and patient-centered approach. Demonstrated ability to follow established protocols, workflows, and standard operating procedures while maintaining a high level of accuracy and attention to detail. Experience documenting and communicating within EMR/EHR platforms, patient communication systems, and other web-based technologies. Demonstrated ability to learn new technologies quickly and effectively navigate multiple systems, platforms, and workflows simultaneously. Strong organizational and time management skills with the ability to manage multiple patient conversations, provider requests, and competing priorities in a fast-paced environment. Ability to work within established response time expectations and service level agreements (SLAs) while maintaining accuracy, professionalism, and quality of care. Ability to maintain confidentiality and handle sensitive patient information in accordance with HIPAA requirements. Reliable internet connection and ability to work scheduled hours. Nice to Have Experience supporting providers in a Telehealth or virtual care environment. Experience managing patient communications through EMR messaging systems or asynchronous care platforms. Experience working across multiple providers, brands, or service lines in a fast-paced healthcare setting. Benefits Fully remote work environment Collaborative, fast-moving team Healthcare Reimbursement Plan 2 weeks Paid Time Off + 10 company holidays 401k Eligible for annual bonus