Clinical Associate - Palliative Care

Devoted Health•Waltham, MA

3d•$23 - $27•Remote

About The Position

The Clinical Associate is part of Devoted Medical, an interdisciplinary virtual-first medical practice serving Devoted Health members through wellness, transitions of care, longitudinal care, and urgent care services. The role supports clinicians and members through high-touch telehealth visits, virtual onboarding, care-gap identification, and navigation of the healthcare system. It coordinates with primary care offices, specialists, pharmacies, home health agencies, and other services to help ensure care plans are completed and members receive timely, empathetic, high-quality care. Responsibilities vary according to the clinical program supported: Devoted Medical Primary Care, Acute Care, or Devoted to Me. The position does not involve clinical decision-making or activities requiring licensure. Tasks are delegated by and performed under licensed professionals’ supervision; clinical concerns raised by members must be directed to the appropriate licensed team.

Requirements

Medical Assistant certification is highly preferred; active or expired CMA, RMA, or CCMA certifications are accepted, and documentation will be required. Candidates with significant MA experience but no certification may be asked for MA school diploma or transcripts.
At least two years of patient-facing healthcare experience; virtual care, outpatient ambulatory clinic, or telehealth experience is strongly preferred.
Experience using electronic health record or electronic medical record systems for clinical documentation and order tracking.
Thorough understanding of HIPAA regulations, patient privacy standards, and clinical documentation compliance.

Nice To Haves

Experience with care coordination and quality metric improvement, particularly closing STARS/HEDIS preventive care gaps for Medicare Advantage populations.
Fully bilingual English and Spanish communication skills, written and verbal.
Strong organization and adaptability to manage a high-volume panel of 100+ members across inbound and outbound queues, advanced dialers, digital task queues, and CRM or case-management workflows.
Experience with durable medical equipment authorization tracking, home health coordination, laboratory and imaging order follow-through, and specialist referral routing.
Ability to adapt to evolving priorities and process rollouts while maintaining composure through organizational changes.
Empathetic communication skills, including active listening and de-escalation when supporting vulnerable seniors.
Ability to collaborate with physicians, advanced practice providers, registered nurses, community pharmacies, and family caregivers.
Self-directed, collaborative, and willing to cross-train to support other clinical programs and operational queues.
Ability to learn and use electronic health records, Google Workspace, AI-assisted documentation tools, CRM platforms such as Salesforce, and automated telephony or dialer systems.
Commitment to the organization’s mission of delivering compassionate, high-quality healthcare.

Responsibilities

Coordinate home health start-of-care dates, skilled nursing orders, and durable medical equipment requests; track authorizations through confirmed delivery.
Coordinate laboratory and diagnostic imaging orders, track electronic results and documents, and ensure timely clinician review.
Manage inbound and outbound referrals, identify in-network specialists, and obtain required clinical records or authorizations.
Assist with prescription refill requests and medication clarification routing; escalate adverse events and clinical inquiries under provider guidance.
Coordinate medical record collection, information gathering, appointments, and outbound communications with Devoted Medical providers.
Review member panels and disease registries to identify and close preventive care gaps, including A1c, blood pressure, colorectal cancer screening, diabetic retinal eye exams, mammograms, and kidney health evaluations.
Educate members about preventive screenings and coordinate in-home testing kits, mobile diagnostics, or clinic appointments.
Respond to members’ care coordination needs through inbound calls, outreach queues, and digital messaging portals.
Explain medical instructions, plan benefits, and healthcare system navigation in clear, compassionate language to members and families.
Review internal program referrals, initiate welcome outreach, and distribute educational materials and care kits.
Direct member clinical concerns to the appropriate licensed team.