Medical Assistant (Care Guide)

Title: Medical Assistant (Care Guide)

Location: Dallas TX

The Care Guide exists to restore trust clarity and continuity in healthcare by giving members a real relationship with someone who has their back.

This role blends the best of customer relationship management concierge service care navigation and coaching into a single high trust relationship. The Care Guide is accountable for the ongoing experience of the patient not just isolated tasks or transactions.

• This is not a traditional care coordinator role.
• This is not utilization management.
• This is not call center support.

This is a concierge level relationship driven role modeled after the best relationship roles in hospitality travel and premium customer service. Roles where patients return and follow through on their care plan not because a transaction was completed but because someone remembered them followed through and anticipated what came next.

The Care Guide is often the first and most frequent point of contact. You make healthcare feel navigable personal and steady. You absorb complexity so members do not have to. You help people stay engaged in care even when the system would otherwise lose them.

The work is simple to describe and difficult to do well. Be present. Be reliable. Be thoughtful. Be human.

Patient Relationship Management:

• Serve as the designated point of contact for an assigned panel of patients maintaining consistent outreach and follow-through.
• Conduct proactive check-ins to assess patient understanding progress and barriers to adherence.
• Apply motivational interviewing and coaching techniques to encourage sustainable behavior change and engagement in care.
• Maintain complete timely and accurate documentation of all patient encounters and communications.

Care Coordination and Support:

• Partner closely with Care Pod team which includes nurse practitioners clinicians and care team members to reinforce care plans and follow-up instructions.
• Assist patients with scheduling appointments obtaining referrals arranging diagnostic testing and coordinating specialty care.
• Identify social financial or access barriers impacting care and coordinate appropriate resources or referrals.
• Escalate clinical concerns or complex patient needs to licensed providers promptly and appropriately.

Service Delivery and Communication:

• Deliver exceptional concierge-level service characterized by empathy responsiveness and proactive problem-solving.
• Communicate with patients via phone text and electronic platforms using clear sensitive and patient-centered language.
• Translate medical terminology and clinical plans into understandable next steps for patients.
• Meet defined service and quality metrics such as timely responses documentation compliance and patient satisfaction benchmarks.

Technology and Workflow Management:

• Use EHR Zendesk and digital communication tools to manage patient interactions tasks reminders and communication threads.
• Apply AI-supported tools to summarize interactions plan follow-ups and anticipate patient needs.
• Maintain confidentiality and comply with HIPAA and organizational privacy policies.

Required:

• Certified or Registered Medical Assistant (CMA/RMA) with current credential in good standing.
• Minimum 3 years of clinical or patient-facing experience in an outpatient virtual care or care coordination setting.
• Proven experience applying motivational interviewing or health coaching techniques to support patient behavior change.
• Strong written and verbal communication skills including comfort with asynchronous communication (text secure messaging).
• Demonstrated ability to manage multiple patient relationships and workflows with strong organization and follow-through.
• High emotional intelligence empathy and professional judgment when responding to patient needs.
• Proficiency with computer systems and digital communication tools.

Preferred:

• Certification as a National Board-Certified Health & Wellness Coach (NBHWC) or Certified Diabetes Care and Education Specialist (CDCES).
• Background in healthcare coaching chronic disease management or concierge-level patient service.
• Experience in virtual or telehealth roles.
• Bilingual or multilingual communication skills.

Catapult Healths Core Values are a way of life for our team members. They influence who we are and the decisions we make across the organization.

• Do Whats Right: We lead by example. Our decisions are made with integrity inclusion dignity and thoughtfulness.
• Work Smart and Innovate: We are thought leaders with a knack for disruption. Challenging the status quo is the name of our game.
• Be Professional: We interact with poise and awareness fostering a culture of respectful and inclusive encounters.
• Always Empower: We rise by helping others maximize their potential and hold ourselves accountable to being our best.
• Care and Serve: We are a mission-driven business with mission-driven team members. Cultivating relationships and helping others is at the core of what we do.

• Above all join us because of our team. We are a fantastically innovative diverse and enthusiastic team that is passionate about making meaningful contributions toward our shared purpose: Empowering individuals to improve their health!
• Competitive compensation with annual merit increases
• Medical Dental and Vision plan(s) available through BCBS (premiums shared between team member and Catapult Health with a substantial portion of coverage paid by Catapult Health)
• HSA and Dependent Care FSA accounts
• Short-Term Disability and Basic Life Insurance (premiums employer paid)
• Employee Assistance and Engagement Platform available to team members and their immediate household family members!
• Voluntary Long-Term Disability and Supplemental Life Insurance programs
• PTO holidays and floating holidays (including a Celebrate You Day!) to support each team members diverse needs and interests.
• Robust Wellness Program that includes an annual reimbursement component and activities spaced throughout the year ($500 value annually)
• 401(k) match
• Pet insurance
• Hybrid work location program although you may find that you prefer to be in the office. We have an incredibly cool workspace with electric height-adjustable desks and executive chairs. We also have great shared spaces breakrooms and even an outdoor patio where we enjoy collaboration and team building as well as the occasional margarita!
• Book Club
• Birthday and Work Anniversary celebrations
• Monthly team building activities

Catapult Health is an equal opportunity employer. All aspects of employment including the decision to hire promote discipline or discharge will be based on merit competence performance and business needs. We do not discriminate on the basis of race color religion marital status age national origin ancestry physical or mental disability medical condition pregnancy genetic information gender sexual orientation gender identity or expression veteran status or any other status protected under federal state or local law.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los ..

Catapult Health is committed to the full inclusion of all qualified keeping with our commitment we will take the steps to assure that people with disabilities are provided reasonable accommodations absent undue hardship. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact our HR team at: or (dial 5 for Human Resources).