Welcome to Care Guides of Castlight, a series of personal profiles of Castlight Care Guides. Our Care Guides are a diverse group of clinical, billing, and benefits professionals who help our members navigate the healthcare system, maximize their benefits, and manage their health. We are excited to introduce you to them and to the important work they do!
For seven years, Dallin Steele worked for an advocacy organization, helping individuals obtain social security disability benefits. He loved this role. Not only was he able to learn a lot about the social security process, but he also had the opportunity to train others and serve as a supervisor. He wasn’t planning on leaving—until his brother, Jack, started raving about his new job at Castlight.
Just a week after Jack joined Castlight, he submitted an idea to the company’s 23rd Hackathon, Bridging Inequity Gaps in Healthcare. His project on gender transition-related care was chosen as one of three winners. And, less than a year later, it actually became a reality. Jack was thrilled that leaders at the company not only listened, but took his idea seriously.
In addition, Jack said he thought Dallin would really appreciate that the company prioritizes hiring people of color, embracing the LGBTQ community, diversifying leadership, and hosting various events and panels that help employees learn more about different groups of people and become better allies. “He felt that, as a gay man myself, I would really feel accepted here,” says Dallin.
Jack presented quite a convincing argument. Afterward, Dallin applied to be a customer service representative at Castlight and started the role in the second half of 2020. For a few months, he contributed to Castlight’s VaccineFinder project, helping providers utilize the site and ensure their vaccine availability was clear to the public. Then, he transitioned to his current job as a non-clinical Care Guide. He’s very happy to report that everything Jack told him was true. “It’s even better,” Dallin says. “I love my job. Everything he promised (and more) has come to light.”
If Dallin had to choose one thing he likes best about being a Care Guide, it’s the ability to lift (at least part of) the burden of the healthcare process off of members’ shoulders. Many times, after he offers to do something—like finding a specialist, scheduling an appointment, or investigating a medical bill—members respond with, “Wait…you can do that for me?” And when he confirms that he can, they breathe a huge sigh of relief.
When Dallin searches for a physician for a member, it’s much more than simply suggesting the first provider that pops up. Care Guides go above and beyond to present members with the best-fit options, ones that are high quality, cost effective, and align with the member’s health needs and preferences. With the member’s permission, Dallin will call the desired provider, ensure they accept the member’s insurance and are taking new patients, and gather all the information necessary to initiate care. Next, if the member wants, he’ll even schedule an appointment for them, help them fill out paperwork, and reach out with a reminder two days prior. Throughout this entire process, Dallin stays in close contact with the member so they remain well-informed.
It’s clear from how much Dallin has loved his previous and current jobs that he was born to help other people. For him there’s truly nothing better than being able to help people get what they need to live healthier, happier lives.
For example, a member named Ed* reached out a few months ago to ask if there was any way he could get help with substance use issues. Right away, Dallin got to work, researching the different resources available to Ed—such as counseling services through his employer-sponsored EAP—and connecting him with a clinical Care Guide who could discuss Ed’s situation and care options from a medical perspective. Ed was surprised and relieved when he realized Dallin wasn’t judging him, that he just wanted to help him in any way he could. “I’ve known a lot of people who’ve struggled with substance use,” Dallin says. “And a lot of times, when they go looking for help, people will treat them as less than. I made every effort not to do that. Because their issue doesn’t make them less than—not even close. It makes them human.”
Another time, a member named Laura* asked for help finding a pain management specialist. Laura was dealing with multiple conditions, including degenerative disc disease, spinal stenosis, and gastritis, and she didn’t know where to go or who to turn to. Dallin gathered all of the necessary details—such as what days and times would work best for Laura—found a provider, set up an appointment, and checked in to see if she went (she did).
Laura still wants to check out a few other providers, but she’s well on her way to regaining control over her pain—and her life. She expressed extreme gratitude to Dallin, sharing that she was already dealing with so many other issues in her life, and the fact that he was able to find and connect with providers for her was “life saving.”
Ultimately, Dallin wants all Castlight members to know that Care Guides “have such a treasure trove of knowledge we can provide that will make your life easier. You have someone on your side who will go through it all with you.”
When Dallin isn’t helping people more easily navigate their personal health journey, he loves reading (his favorite books are the Codex Alera series by Jim Butcher), catching up on TV shows, finding new recipes to cook, spending time with friends and family, and playing computer games—especially The Isle, which is a dinosaur survival game.
*Names have been changed for confidentiality.