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 m