Clinical Associate

Job Description

A bit about this role:

The Clinical Associate is an integral part of our interdisciplinary virtual and home based (house calls + telehealth) 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 liaison between our healthcare services and Devoted members. You will work closely with our clinicians to provide high touch telehealth visits and support our clinical team through identifying care gaps and working with our members to coordinate across a fragmented healthcare system. This may include communicating and working with PCP offices, coordinating pharmacy services, and helping manage the durable medical equipment (DME), home health care, imaging, and laboratory testing needs of our members. Through these efforts you will be a strong advocate for the members you work with, helping improve adherence to a plan of care. At the end of the day, your goal in this position is to ensure that every member gets the care that you would want for a beloved family member leading to better health outcomes and a superior care experience.

Responsibilities will include:

• Responsibilities will vary, based on the Palliative Care program and or Clinical Associates Org needs. This means your contributions might be needed across Specialty Care, Care OnDemand, Devoted to Me programs when needed.
• Weekend coverage might be needed throughout the year, through optional Overtime

Pre-Visit Prep

• Preparing members to feel comfortable and at ease with video onboarding, prior to their telehealth visit with a Devoted Medical Palliative provider

Post - Visit Prep

Order Management/Care Coordination

• The Clinical Associate (CA) is responsible for processing and coordinating palliative and hospice care orders to ensure timely, compassionate, and accurate support for members. This includes verifying orders, communicating with providers, and ensuring all documentation is completed per clinical standards.
• Working with our home health partners to coordinate DME and skilled nursing services
• Coordinating for members to obtain lab testing and imaging, and to track results diligently to ensure that they are reviewed by the ordering clinician as applicable
• Notifying members of lab results and helping to coordinate follow care at the direction of the clinician
• Coordinating with PCPs and other providers on medical record collection, information gathering, setting up and confirming appointments, and submitting outbound communications from Devoted Medical
• Following up with members post hospital discharge to ensure a smooth and safe transition plan, while supporting this HEDIS stars measure with a strong performance
• Closing loop in communication with Palliative Clinicians and Ops leaders as needed.

Triage Support

• Helping triage clinical and non-clinical issues from members to the appropriate teams (clinicians, practice management, high risk nurse, social worker). This includes proper review and work assignments to the team as needed.
• Escalation of behavioral health related calls, to ensure members needs are appropriately assessed and addressed

Patient Education

• Serving as an advocate for our members when they call Devoted Medical for care coordination issues, both through answering and returning phone calls.
• Educating on existing Devoted clinical programs that members can potentially benefit from, and offer internal referrals accordingly ( i.e Community Guides, HTN program)

Attributes to success:

• You love helping others improve their health and navigate a complex healthcare system with compassion, empathy, and warmth
• You are comfortable performing care coordination for our Medicare population, across several states
• You are able to ease the stress and anxiety of members during difficult times
• You have a natural ability to successfully communicate and interact with different stakeholders in a member's life from doctors to pharmacies to nurses to caregivers
• You are comfortable working with members over video and phone
• You are an entrepreneurial self-starter who enjoys taking the initiative but is also a great team player willing to work hard to achieve a common goal
• You are comfortable engaging and learning new technologies including electronic health records and different computer platforms, operating systems and programs (Google Chrome, Google Sheets)
• You have a passion for supporting the delivery of healthcare that we would want for our own family
• You enjoy a fast-paced, high-energy, growing organization

Desired skills and experience:

• If this is an internal transfer, you have been at least 9 months on your current Devoted role

• MA Certification (highly preferred), expired MA certifications are OK

• Verification: A copy of your active or expired certification will be required.

• No Certification: If you have significant MA experience / background, we may request copies of your MA school diploma and transcripts.
• Fully bilingual (English/Spanish)
• Minimum of 2 years of outpatient experience, working on any of the following healthcare settings: Palliative/ Hospice/ Oncology/Dialysis Centers/ Behavioral Health

Salary Range: $ $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.

Healthcare equality is at the center of Devoted's mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we're on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That's why we're gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission

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.

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by individuals purporting to represent Devoted Health. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal information. These job postings and offers are NOT authorized by Devoted Health and Devoted is not responsible for fraudulent offers, personal information that you may have disclosed, or payments made to third parties purporting to represent Devoted. We have reported this matter and are cooperating with law enforcement agencies. Devoted Health will never ask for financial commitment or contribution from a candidate at any stage of the recruitment process.