Castlight Care Guides: meet the human touch behind personalized care

When you have concerns about your health, do you know who to turn to? Are they available when you need them? Are they familiar with your medical history and preferences?

Getting the right care at the right time is complicated, but Castlight Health’s Care Guides make getting fast, accurate, and personalized support from real human beings easy—plain and simple.

An integral part of our navigation model, Care Guides support the health and wellbeing of every Castlight member. Our incredible guides are consistently one of our clients’ and members’ favorite parts of the Castlight experience—not only because of what they do but because of who they are. From tackling billing disputes to smoothly transitioning care between providers to helping members plan for what’s next in their health journey.

What do healthcare navigation Care Guides do?

Personalized care guidance

Care Guides support Castlight members and their families in making sense of their benefits and care plans, understanding members’ priorities, and helping members reach their health and well-being goals.  This can include managing chronic conditions, reducing unnecessary emergency visits, building healthier lifestyles and more.

Reduced gaps in preventive care

To give members the most cohesive care experience possible, Care Guides help members make the most of their benefits and have access to claims data, ensuring no critical information falls through the cracks.

Accessible and hassle-free

Members can manage their care on their terms—digital when they want it, human when they need it. With Care Guides available via in-app chat, phone, and video message, getting high-quality support is easier and more convenient than ever.

Patient advocacy at every turn

Thanks to Care Guides, members can rest easy knowing they have a trusted, expert human on their side to advocate for their wellbeing and make healthcare easier––from scheduling appointments, to facilitating billing disputes, to coordinating with an employee’s care team.

Two kinds of Care Guides for comprehensive care

At Castlight, our Care Guides provide clarity, expert insight, and peace of mind, all with a human touch. To do this, we have two types of Care Guides:

Care Guides

Included in our standard Navigation and Advocacy solution, Care Guides serve as navigation and benefits experts, as well as patient advocates.

Equipped with AI-powered insights, they deliver fast, accurate, and personalized support to help members and their families manage their care—from finding providers and scheduling appointments to following up and facilitating billing disputes—and reduce unnecessary emergency visits.

Clinical Care Guides

Clinical Care Guides are registered nurses who serve alongside our regular guides in our Navigation and Clinical Advocacy solution. They act as the “quarterback” of each member’s care journey, closing care gaps, simplifying access, and ensuring seamless support beyond the doctor’s office. This includes clinical care such as triage, chronic disease and condition management, medication education, handling referrals, managing care coordination, transitions, and follow-ups. 

Discover how Care Guides are the core of the Castlight experience

WIth everything that Care Guides do, it’s impossible to cover it all in one blog post. To learn more about the Care Guide experience, check out these other posts:

6 Ways Care Guides Can Help Castlight Members Navigate Their Personal Health Journey: Explore six impactful ways our expert Care Guides make healthcare more accessible, understandable, and cost-effective for every member. 

How Machine Learning Enables Our Care Guides to Better Help Members: At Castlight, we use AI to enhance—not replace—human-first healthcare. Discover how Castlight’s machine learning models to help Care Guides steer members to the best providers for their unique needs.

How a Team of Care Guides Helped Save a Member’s Life: Learn how a Care Guide’s timely intervention and follow-up led a member to seek emergency care—where doctors made a discovery that ultimately saved his life.

The Power of Care Guides: See how a large financial services company partnered with Castlight and its Care Guides to drive improved employee healthcare navigation, increased engagement, and a significant boost in benefits satisfaction.

Care Guides of Castlight: Donna Travis: Read about Donna’s inspiring journey from hospice and pediatric nursing to her current role helping members navigate healthcare with compassion and expertise.

Care Guides of Castlight: Caren Trujillo, RN, MSN: As a Spanish-speaking immigrant, Caren knows firsthand the discomfort of navigating the U.S. healthcare system. Discover how her empathy infuses every interaction.

Interested to learn more about how Care Guides can support your members’ health and wellbeing? Request a demo today and see how Care Guides can benefit your organization.