The Healthguide is a key member of Guidehealth’s care delivery model, serving as a bridge between patients, their primary care physicians and specialty providers, community resources, and the Guidehealth clinical team. This role blends non‑clinical patient navigation with foundational clinical insight, helping patients overcome barriers to care, strengthening relationships with medical practices, coordinating resources, and supporting whole‑person health.
The Healthguide engages patients remotely and occasionally in person to help them understand their health needs, navigate medical and social systems, close gaps in care, and progress toward optimal health outcomes. In this position, you will support Guidehealth’s mission to empower patients, reduce the cost of care, and promote efficient, compassionate healthcare delivery by leading with empathy.
WHAT YOU’LL BE DOING
Patient Engagement & Navigation
- Build trusting, ongoing relationships with patients, families, caregivers, and medical/behavioral health providers.
- Engage high‑risk or targeted patient populations using bi-directional communication to address health questions, concerns, and care needs.
- Identify and assess medical, behavioral, social, emotional, and financial needs to support whole‑person care.
- Support patients in understanding and following care plans, health goals, and preventive care needs, including education and motivational interviewing.
- Conduct non‑clinical assessments, surveys, and interventions to help patients navigate medical, behavioral, and social systems.
Care Coordination & System Navigation
- Strengthen the connection between patients and their healthcare providers by addressing barriers, facilitating communication, and coordinating follow‑up.
- Assist with referrals, transportation, appointment scheduling, and linkage to specialty care or community‑based resources (CBOs).
- Utilize knowledge of referral processes, prior authorizations, gaps in care, SDOH factors, and community programs to improve patient outcomes.
- Escalate medical issues appropriately to RN Care Managers, Social Workers, PCP offices, or Guidehealth leadership.
Documentation & Technology
- Accurately and promptly document all interactions, assessments, and interventions in the electronic health record (EHR) and Guidehealth documentation systems.
- Demonstrate comfort using various EHR platforms (e.g., Epic, Athena, Cerner), analytics tools, and Microsoft Office.
- Manage referrals, track tasks, complete reconciliations, and maintain detailed records according to Guidehealth policies.
Collaboration & Performance
- Work independently while collaborating closely with Guidehealth case management teams and medical practice staff.
- Meet assigned Key Performance Indicators (KPIs) tied to patient engagement, health outcomes, and reduction of medical spend.
- Participate in Guidehealth meetings, training sessions, and quality‑of‑care initiatives.
Compliance & Professional Standards
- Follow all HIPAA, PHI security, and Guidehealth privacy policies.
- Maintain professionalism, compassion, empathy, cultural competence, and sound judgment in all interactions.