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 experience:
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
#LI-REMOTE
The pay range listed for this position is the range the organization

Skills
Agile, Salesforce, CRM, Onboarding, Documentation

Experience
0-2 yrs