Clinical Associate - Palliative Care

Job Description

A bit about this role:

The Clinical Associate is an integral part of our interdisciplinary virtual-first medical practice called Devoted Medical (DM). Devoted Medical is focused on delivering multiple clinical services to our Devoted Health members including comprehensive wellness visits, transitions of care visits, monthly longitudinal visits for our most complex and frail members, and on-demand urgent care visits. This role may include occasional weekend hours, through optional overtime.

In the role of Clinical Associate, you will be a vital liaison between our healthcare services, providers, and Devoted members. You will work closely with our clinicians to provide high-touch telehealth visits, facilitate virtual patient onboarding, and proactively support our clinical team by identifying care gaps and navigating members through a fragmented healthcare system. This includes coordinating across primary care (PCP) offices and specialty networks, managing electronic prescription requests and pharmacy communications, driving referral workflows, and tracking durable medical equipment (DME), home health care, imaging, and laboratory orders through completion. Through these efforts, you will be a strong advocate for our members, eliminating barriers to care and improving adherence to care plans. At the end of the day, your goal in this position is to ensure that every member receives the prompt, empathetic, h

igh-quality care that you would want for a beloved family member—driving measurable clinical outcomes and a superior member experience.

Responsibilities and Impact will include :

Responsibilities will vary based on the clinical program you will be supporting: Devoted Medical Primary Care Program, Devoted Medical Acute Care Program, and Devoted Medical Devoted to Me Program!

Order Management & Care Coordination

• Collaborate with home health agencies to establish Start of Care (SOC) dates, process skilled nursing orders, and coordinate DME requests—tracking authorizations diligently until delivery is confirmed.
• Coordinate member lab and diagnostic imaging orders, diligently tracking electronic results and documents to ensure timely clinician review and avoid backlogs or patient safety risks.
• Manage inbound and outbound referral workflows, identifying high-quality in-network specialists and obtaining required clinical records or authorizations.
• Assist with prescription refill requests, medication clarification routing, and adverse event/clinical inquiry escalation under provider guidance.
• Coordinate with DM Providers on medical record collection, information gathering, setting up and confirming appointments, and submitting outbound communications from Devoted Medical.

Disclaimer: This role does not include clinical decision-making or any activity requiring licensure, and all clinical tasks are delegated by, and performed under the supervision of, licensed professionals. Clinical Associates should direct clinical concerns raised by members to the appropriate licensed team.

Quality Improvement & STARS/HEDIS Care Gap Closure

• Review member panels and disease registries to identify and close preventive care gaps, including A1c control, blood pressure monitoring, Colorectal Cancer Screenings (CRC), Diabetic Retinal Eye Exams, Mammograms, and Kidney Health Evaluations.
• Educate members on the importance of routine preventive screenings and coordinate in-home testing kits, mobile diagnostics, or clinic appointments to improve quality measures.

Member Advocacy & Communication

• Serve as an advocate and reliable point of contact for members reaching out with care coordination needs via inbound calls, outreach queues, and digital messaging portals.
• Break down complex medical instructions, plan benefits, and health system navigation into clear, compassionate, and easily understandable guidance for members and their families.
• Review internal program referrals, initiate welcome outreach, and distribute educational materials and care kits.

Required skills and experie nce:

• MA Certification (highly preferred) ; expired MA certifications are OK! Verification: A copy of your active or expired certification (CMA, RMA, CCMA) will be required. No Certification: If you have significant MA experience/background, we may request copies of your MA school diploma/transcripts if needed.
• Two (2) years of patient-facing healthcare experience , with strong preference for experience in virtual care, outpatient ambulatory clinics, or telehealth settings.
• Experience utilizing Electronic Health Record (EHR/EMR) systems (e.g., Epic, AthenaHealth, eClinicalWorks, Cerner) for clinical documentation and order tracking.
• Thorough understanding of HIPAA regulations, patient privacy standards, and clinical documentation compliance.

Desired skills and experience :

• Proven experience in care coordination and quality metric improvement , particularly assisting Medicare Advantage populations in closing STARS/HEDIS preventive care gaps (A1c, Colorectal Cancer, Diabetic Retinopathy, Mammography, KED and Blood Pressure).
• English/Spanish
  • Fully bilingual in English and Spanish (written and verbal communication) preferred
• Highly organized and adaptable, able to prioritize and manage a high-volume member panel (100+ members) across multiple channels (Inbound, Outbound queues, Advanced Dialer, digital task queues, and CRM/case management workflows).
• Prior experience with order workflows: DME authorization tracking, home health coordination, lab/imaging requisition follow-through, and specialist referral routing.

Attributes to success :

• Agile & Growth-Minded: Thrive in a fast-paced, high-energy, and rapidly growing organization—adapting quickly to evolving business priorities, supporting process rollouts within a given month or quarter, and maintaining composure through organizational shifts.
• Empathetic Communicator: Skilled at de-escalating member anxiety, actively listening, and delivering warm, compassionate support to vulnerable seniors during stressful healthcare moments.
• Strong Interdisciplinary Collaborator: Highly effective at communicating across diverse stakeholders, including physicians, advanced practice providers (APPs), registered nurses, community pharmacies, and family caregivers.
• Versatile & Entrepreneurial: Self-starter who takes initiative and thrives as a collaborative team player—willing to be cross-trained to support sister teams across clinical programs and operational queues as needs arise.
• Tech-Savvy Learner: Quick to adopt and navigate modern tech tools, dual-monitor workflows, electronic health records, Google Workspace (Sheets, Docs), AI-assisted documentation tools, CRM platforms (e.g., Salesforce), and automated telephony/dialer systems.
• Mission-Driven: Deeply committed to delivering healthcare with the same quality, urgency, and heart you would expect for your own family.

Salary Range:

$23.00 – $27.00 / hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.