Care Guide

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

Summary of 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.

Essential Duties and Responsibilities

1. Patient Relationship Management

• 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.

2. Coaching & Behavior Change Support

• 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.

Coaching is embedded within the ongoing relationship—not delivered as episodic or standalone coaching sessions.

3. Care Coordination & Navigation

• 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.

The Care Guide supports care delivery but does not replace licensed clinical decision-making.

4. Service Delivery & Communication

• 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.

5. Technology, Workflow & Continuous Improvement

• 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.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• 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.

Preferred Qualifications

• 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).

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

The base salary range for this position is $75,000-80,000K. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2026. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time. All time off must be approved by your manager prior to use. You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applying for a part-time role, your recruiter can provide additional details.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why join Teladoc Health?

• Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.

• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

• Join a multi-faceted community that celebrates each colleague’s unique perspective and is focused on continually improving, each and every day.

• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

• Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.

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