[Hiring] Clinical Associate @Devoted Health

Role Description

This is a full-time, 40 hour/week role with working hours from M-F 9am-5:30pm ET.

Weekend Availability: This position will require weekend work based on business needs, operational priorities, or member demand. Team members will be provided advance notice whenever possible, and schedules will be communicated in accordance with organizational guidelines.

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
• 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
• Proactively support our clinical team by identifying care gaps
• Navigate members through a fragmented healthcare system
• Coordinate across primary care (PCP) offices and specialty networks
• Manage electronic prescription requests and pharmacy communications
• Drive referral workflows
• Track 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. Your goal in this position is to ensure that every member receives the prompt, empathetic, high-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:

• 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.
• 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.

Qualifications

• MA Certification (highly preferred); expired MA certifications are OK! Verification: A copy of your active or expired certification (CMA, RMA, CCMA) will be required.
• 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.

Requirements

• 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).
• 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.

Benefits

• 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....