Care Guide

Teladoc Health•USA - FL - Remote (EST), FL

1d•$75,000 - $80,000•Remote

About The Position

The Care Guide exists to restore trust, clarity, and continuity in healthcare by serving as a dedicated, relationship-driven partner for members. This role is accountable for the ongoing patient experience, not isolated transactions. It blends concierge-level service, care navigation, health coaching, and foundational medical assistant support into a single, high-trust relationship. Care Guides are supported by an AI Companion that assists with care delivery by helping summarize interactions, surface insights, anticipate next steps, and streamline follow-up—allowing the Care Guide to spend more time building meaningful member relationships. While this role incorporates select Health Coach and Medical Assistant capabilities, the Care Guide remains distinct: relationship ownership comes first, with coaching and coordination activities deployed in service of continuity, engagement, and follow-through—not as standalone functions. This is not call-center support, utilization management, or task-only care coordination. It is a proactive, human-centered role modeled after premium relationship based, concierge services and high-touch clientele relationship management that borrows service standards from luxury hospitality, premium retail, and white-glove client experience.

Requirements

Minimum of 3 years of experience in outpatient care, virtual care, care coordination, health coaching, or similar healthcare roles.
Demonstrated experience using motivational interviewing or health coaching techniques to support behavior change.
Strong written and verbal communication skills, including comfort with asynchronous communication (text and secure messaging).
Proven ability to manage multiple patient relationships and workflows with strong organization, judgment, and follow-through.
High emotional intelligence, empathy, and professionalism.
Proficiency with EHRs and digital communication tools.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Nice To Haves

National Board-Certified Health & Wellness Coach (NBHWC) or Certified Diabetes Care and Education Specialist (CDCES).
Certified or Registered Medical Assistant (CMA/RMA) or equivalent healthcare credential with relevant patient-facing experience.
Background in chronic disease management, healthcare coaching, or concierge-level patient service.
Experience in virtual or telehealth environments. concierge medicine, hospitality-informed service models, or high-touch clientele relationship environments
Certification or advanced education in a health-related field (behavioral health, nutrition, exercise science).
Bilingual or multilingual skills (Spanish/English preferred).

Responsibilities

Serve as the primary point of contact for an assigned panel of members, building longitudinal relationships grounded in trust, reliability, and follow-through.
Conduct proactive outreach and regular check-ins to assess understanding, progress, barriers, and evolving needs.
Anticipate next steps in a member’s care journey and reduce friction by absorbing system complexity on their behalf.
Maintain complete, timely, and accurate documentation of all patient interactions and communications in the EHR and supporting tools.
Apply motivational interviewing and coaching techniques to support sustainable behavior change, self-management, and engagement in care.
Assess member needs related to knowledge, skills, motivation, and barriers; tailor education and support accordingly.
Reinforce care plans for chronic conditions (e.g., hypertension, diabetes), including lifestyle modification, medication adherence, and home monitoring.
Hold members accountable to goals through empathetic, supportive follow-up while maintaining a non-judgmental coaching stance.
Refer members to appropriate education, programs, or clinical support in alignment with evidence-based guidelines.
Partner closely with the Care Pod, including clinicians and care team members, to reinforce care plans and follow-up instructions.
Support care coordination activities, including Scheduling internal and external appointments, facilitating referrals and prior authorizations, Collecting and organizing medical records, & supporting diagnostic testing and specialty care coordination
Obtain, document, and maintain accurate medical history, biometric data, and relevant clinical information in the EHR.
Identify social, financial, or access barriers and connect members to appropriate community or internal resources.
Escalate clinical concerns or complex needs promptly and appropriately to licensed providers.
Deliver a consistently concierge-level experience characterized by empathy, responsiveness, and proactive problem-solving.
Communicate with members via phone, text, secure messaging, email, and virtual platforms.
Translate medical terminology and care plans into clear, actionable next steps members can understand and follow.
Meet defined service, quality, and experience metrics, including responsiveness, documentation standards, and patient satisfaction benchmarks.
Use EHR and digital communication platforms to manage interactions, tasks, reminders, and follow-up workflows.
Leverage AI-supported tools to summarize interactions, plan outreach, and anticipate member needs.
Maintain strict adherence to HIPAA and organizational privacy policies.
Support operational needs, process improvement initiatives, and special projects with a solution-oriented mindset.