Medical Assistant (Care Guide)

Catapult Health, LLC•Dallas, TX

1d•Hybrid

About The Position

The Care Guide exists to restore trust, clarity, and continuity in healthcare by giving members a real relationship with someone who has their back. This role blends the best of customer relationship management, concierge service, care navigation, and coaching into a single, high trust relationship. The Care Guide is accountable for the ongoing experience of the patient, not just isolated tasks or transactions. This is not a traditional care coordinator role. This is not utilization management. This is not call center support. This is a concierge level, relationship driven role modeled after the best relationship roles in hospitality, travel, and premium customer service. Roles where patients return and follow through on their care plan not because a transaction was completed, but because someone remembered them, followed through, and anticipated what came next. The Care Guide is often the first and most frequent point of contact. You make healthcare feel navigable, personal, and steady. You absorb complexity so members do not have to. You help people stay engaged in care even when the system would otherwise lose them. The work is simple to describe and difficult to do well. Be present. Be reliable. Be thoughtful. Be human.

Requirements

Certified or Registered Medical Assistant (CMA/RMA) with current credential in good standing.
Minimum 3 years of clinical or patient-facing experience in an outpatient, virtual care, or care coordination setting.
Proven experience applying motivational interviewing or health coaching techniques to support patient behavior change.
Strong written and verbal communication skills, including comfort with asynchronous communication (text, secure messaging).
Demonstrated ability to manage multiple patient relationships and workflows with strong organization and follow-through.
High emotional intelligence, empathy, and professional judgment when responding to patient needs.
Proficiency with computer systems and digital communication tools.

Nice To Haves

Certification as a National Board-Certified Health & Wellness Coach (NBHWC) or Certified Diabetes Care and Education Specialist (CDCES).
Background in healthcare coaching, chronic disease management, or concierge-level patient service.
Experience in virtual or telehealth roles.
Bilingual or multilingual communication skills.

Responsibilities

Serve as the designated point of contact for an assigned panel of patients, maintaining consistent outreach and follow-through.
Conduct proactive check-ins to assess patient understanding, progress, and barriers to adherence.
Apply motivational interviewing and coaching techniques to encourage sustainable behavior change and engagement in care.
Maintain complete, timely, and accurate documentation of all patient encounters and communications.
Partner closely with Care Pod team which includes nurse practitioners, clinicians, and care team members to reinforce care plans and follow-up instructions.
Assist patients with scheduling appointments, obtaining referrals, arranging diagnostic testing, and coordinating specialty care.
Identify social, financial, or access barriers impacting care and coordinate appropriate resources or referrals.
Escalate clinical concerns or complex patient needs to licensed providers promptly and appropriately.
Deliver exceptional “concierge-level” service characterized by empathy, responsiveness, and proactive problem-solving.
Communicate with patients via phone, text, and electronic platforms using clear, sensitive, and patient-centered language.
Translate medical terminology and clinical plans into understandable next steps for patients.
Meet defined service and quality metrics, such as timely responses, documentation compliance, and patient satisfaction benchmarks.
Use EHR, Zendesk and digital communication tools to manage patient interactions, tasks, reminders, and communication threads.
Apply AI-supported tools to summarize interactions, plan follow-ups, and anticipate patient needs.
Maintain confidentiality and comply with HIPAA and organizational privacy policies.

Benefits

Competitive compensation with annual merit increases
Medical, Dental, and Vision plan(s) available through BCBS (premiums shared between team member and Catapult Health with a substantial portion of coverage paid by Catapult Health)
HSA and Dependent Care FSA accounts
Short-Term Disability and Basic Life Insurance (premiums employer paid)
Employee Assistance and Engagement Platform available to team members and their immediate household family members!
Voluntary Long-Term Disability and Supplemental Life Insurance programs
PTO, holidays, and floating holidays (including a Celebrate You Day!) to support each team member’s diverse needs and interests.
Robust Wellness Program that includes an annual reimbursement component and activities spaced throughout the year ($500 value annually)
401(k) match
Pet insurance
Hybrid work location program – although you may find that you prefer to be in the office. We have an incredibly cool workspace with electric height-adjustable desks and executive chairs. We also have great shared spaces, breakrooms and even an outdoor patio where we enjoy collaboration and team building, as well as the occasional margarita!
Book Club
Birthday and Work Anniversary celebrations
Monthly team building activities