Medical Assistant - Healthguide

Medical Assistant - Healthguide

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 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.

The Healthguide contributes directly to value-based care performance by improving quality outcomes, reducing avoidable utilization, supporting risk adjustment accuracy, and influencing total cost of care.

What You'll Be Doing

Patient Engagement & Navigation

• Building trusting, ongoing relationships with patients, families, caregivers, and medical/behavioral health providers.
• Engaging high-risk or targeted patient populations using bi-directional communication to address health questions, concerns, and care needs.
• Identifying and assessing medical, behavioral, social, emotional, and financial needs to support whole-person care.
• Supporting patients in understanding and following care plans, health goals, and preventive care needs, including education and motivational interviewing.
• Conducting non-clinical assessments, surveys, and interventions to help patients navigate medical, behavioral, and social systems.
• Utilizing effective communication modalities (e.g., calls, texts, video visits, patient portals, emails, AI agents) to engage and support high-risk patients.
• Recognizing and escalating changes in patient condition, adherence risks, or emerging clinical concerns using structured workflows.
• Applying clinical insight to identify high-risk trends and prioritize interventions.
• Operating within a value-based care model, supporting population health strategies, quality performance, and efficient resource utilization across assigned patient panels.

Care Coordination & System Navigation

• Strengthening the connection between patients and their healthcare providers by addressing barriers, facilitating communication, and coordinating follow-up.
• Assisting with referrals, transportation, appointment scheduling, and linkage to specialty care or community-based resources (CBOs).
• Utilizing knowledge of referral processes, prior authorizations, gaps in care, SDOH factors, and community programs to improve patient outcomes.
• Escalating medical issues appropriately to RN Care Managers, Social Workers, PCP offices, or Guidehealth leadership.
• Supporting achievement of quality measures (e.g., eCQM, HEDIS, commercial payor) by coordinating preventive screenings, managing chronic conditions, and ensuring timely follow-up care.
• Supporting risk adjustment and accurate capture of patient conditions through structured assessments and documentation.
• Assisting in closing care gaps tied to quality incentives and reimbursement models.
• Identifying opportunities to reduce avoidable ED visits, hospitalizations, and readmissions through proactive outreach and intervention.

Documentation & Technology

• Accurately and promptly documenting all interactions, assessments, and interventions in the electronic health record (EHR) and Guidehealth documentation systems.
• Demonstrating comfort using various EHR platforms (e.g., Epic, Athena, Cerner), analytics tools, and Microsoft Office.
• Managing referrals, track tasks, complete reconciliations, and maintain detailed records according to Guidehealth policies.
• Supporting the design and implementation of Artificial Intelligence (AI) to outreach identified populations.

Collaboration & Performance

• Working independently while collaborating closely with Guidehealth case management teams and medical practice staff.
• Meeting and exceeding Key Performance Indicators (KPIs) related to:
  • Patient engagement and retention
  • Quality measure performance (e.g., HEDIS, preventive care)
  • Reduction in total cost of care
  • Timely completion of care coordination activities
  • Participate in Guidehealth meetings, training sessions, and quality-of-care initiatives.

Advanced Responsibilities

• Serving as a subject matter resource for workflows, documentation standards, and patient engagement strategies.
• Participating in process improvement initiatives, including workflow optimization and quality improvement projects.
• Supporting onboarding and mentoring new Healthguides.
• Providing feedback to leadership on system gaps, patient barriers, and operational opportunities.
• Assisting in the development of best practices for documentation, outreach, and care coordination.
• Other duties as assigned

Compliance & Professional Standards

• Following all HIPAA, PHI security, and Guidehealth privacy policies.
• Maintaining professionalism, compassion, empathy, cultural competence, and sound judgment in all interactions.

Qualifications

What You'll Need for Success

• Active and current Certified or Registered Medical Assistant
• 3+ years working as a Medical Assistant in an outpatient setting
• Strong critical thinking, problem-solving, and decision-making skills.
• Exceptional communication: verbal, written, listening, and documentation accuracy.
• Ability to prioritize multiple tasks, manage time effectively, and work autonomously in a remote environment.
• Knowledge of medical terminology, primary care workflows, and social determinants of health.
• Familiarity with motivational interviewing, behavioral change management, and patient education principles.
• Strong customer-service orientation; diplomacy and tact in communication.

Additional Information

The base pay for this role is between $20.00 and $23.00 per hour.

Alive with Purpose: How We Thrive at Guidehealth

At Guidehealth, our values come to life in everything we do.

• We are Driven by Accountability grounded in transparency, reliability, and integrity as we navigate challenges and opportunities alike.
• Always Growing, Always Learning staying curious and continuously improving inspires us to shape a better future for healthcare.
• With Collaborative Innovation, we solve problems creatively, making every experience better for our employees and the patients we serve.
• At Guidehealth, Every Voice Matters we believe our collective strength is rooted in the unique perspectives of each team member.
• And through Empathy in Action, we build stronger connections with those who count on us.
• This is what it means to be Alive with purpose. This is how we thrive together at Guidehealth.

Benefits:

While you are hard at work advancing value-based healthcare, we are here to ensure YOU have the care you and your family need and the opportunities for growth and development. Our commitments to you include:

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
• Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

All full-time employees of Guidehealth who work 30 hours per week or more are eligible for our comprehensive benefits package. Temporary