Job 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, 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, 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:
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, an
d 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…