Role Overview
As a Healthguide, you play a central role in delivering holistic, patient-centered support within a remote care model. Your focus is on building lasting relationships with individuals and families, guiding them through healthcare systems, and connecting them with essential medical and community services. This position emphasizes empathy, cultural awareness, and proactive coordination to support long-term health improvements.
Key Responsibilities
- Foster consistent, trusting connections with patients, caregivers, and care teams through regular, two-way communication.
- Engage with high-need individuals to understand their health concerns, goals, and personal challenges.
- Assess non-clinical needs across medical, behavioral, social, emotional, and financial domains to inform supportive planning.
- Help patients understand care recommendations, set health goals, and stay on track with preventive services using motivational techniques.
- Conduct structured check-ins and non-clinical evaluations to support care navigation and care plan adherence.
- Improve continuity between patients and providers by identifying obstacles, supporting communication, and arranging follow-up actions.
- Coordinate referrals, schedule appointments, assist with transportation needs, and connect patients to community-based organizations and specialty services.
- Apply knowledge of prior authorizations, care gaps, and social determinants of health to enhance access and outcomes.
- Escalate urgent medical concerns to registered nurses, social workers, primary care teams, or leadership as needed.
- Record all patient interactions, assessments, and follow-up steps accurately and promptly in electronic health systems and internal platforms.
- Demonstrate proficiency with EHRs such as Epic, Athena, and Cerner, along with analytics tools and Microsoft Office applications.
- Track referrals, manage task lists, reconcile records, and maintain compliance with documentation standards.
- Work autonomously while staying aligned with case management and clinical staff to ensure coordinated care.
- Meet performance targets related to patient engagement, health progress, and cost-effective care delivery.
- Attend team meetings, training sessions, and quality improvement initiatives.
- Adhere strictly to HIPAA, data privacy, and organizational security policies.
- Approach every interaction with professionalism, empathy, cultural sensitivity, and sound decision-making.
Qualifications
- Fluent in both English and Hindi, with demonstrated ability to communicate effectively in both languages.
- Proven experience in patient outreach, care coordination, or community health support.
- Strong interpersonal and active listening skills with a patient-first mindset.
- Understanding of the interconnected factors that influence health, including social and economic conditions.
- Experience using motivational interviewing and patient education strategies.
- Background in conducting non-clinical assessments and guiding patients through complex systems.
- Familiarity with social determinants of health and local or national community resources.
- Ability to advocate for patients by navigating healthcare and social service networks.
- Experience coordinating referrals, scheduling care, and arranging transportation support.
- Knowledge of prior authorization workflows and identifying gaps in care.
- Skill in escalating clinical concerns appropriately to nursing, social work, or provider teams.
- Proficiency in documenting patient activity in electronic health records with accuracy and timeliness.
- Hands-on experience with EHR platforms including Epic, Athena, or Cerner.
- Comfort using data tools, analytics software, and Microsoft Office programs.
- Ability to manage multiple tasks, track referrals, and maintain detailed, organized records.
- Track record of working independently while contributing to a collaborative care environment.
- History of meeting or exceeding performance goals tied to patient engagement and health outcomes.
- Commitment to upholding privacy standards, including HIPAA and PHI protection.
- Consistent demonstration of empathy, cultural competence, professionalism, and sound judgment.
Technical Environment
Work is conducted using electronic health record systems such as Epic, Athena, and Cerner, supported by analytics platforms and Microsoft Office tools for communication, documentation, and data tracking.
Work Model
This is a fully remote position with no location restrictions, enabling participation from anywhere. The role requires self-direction, reliable technology, and consistent engagement with care teams and patients across time zones.
Organizational Values
- Empathy in every interaction
- Compassionate, person-centered care delivery
- Empowerment of patients to manage their health
- Efficiency and effectiveness in care coordination
- Collaborative teamwork across disciplines
- Cultural competence and inclusivity
- Professional integrity and accountability
- Sound judgment in complex, sensitive situations
