Member Guide

Be a part of the team building the future of healthcare!

Firefly Health is building a revolutionary new type of comprehensive health "care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform.

Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver clinical and financial health through joyful, always there care. We are flipping the script on what it means to be a health plan and actually providing a true health benefit to members.

We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. If you are ready to roll up your sleeves and take on our audacious mission, we would love to hear from you.

Your Role

As an Associate on the Member Experience team at Firefly, you are the heartbeat of our day-to-day operations. Your role is crucial in ensuring our patients receive an exemplary experience at every touchpoint. From onboarding to ongoing member services, you are instrumental in turning carefully crafted strategies into tangible experiences for our members.

Your commitment to operational excellence directly influences teams' success, making you an essential part of our mission to redefine healthcare delivery. This role will require a non-standard work schedule with weekend shifts.

You will:

• Spearhead member engagement efforts by executing key initiatives like new member onboarding
• Facilitate a smoother patient experience by managing historical medical record requests and handling insurance verification
• Coordinate processes such as discharging members and re-establishing members to ensure a seamless experience
• Provide real-time support for patient scheduling
• Handle patient relations, particularly focusing on immediate problem resolution and escalation when needed
• Deliver ongoing member services, including phone support, message filtering, and responses
• Provide immediate technology support for patients to ensure a smooth user experience

Things You Might Be Called Upon to Help With:

• Building and maintaining strong relationships with patients to better understand their needs and concerns
• Engaging in cross-disciplinary efforts aimed at innovating or improving member engagement
• Sharing expertise and knowledge with interdisciplinary teams

You’d be a good fit if you:

• Have experience in a healthcare environment and basic knowledge of medical terminology
• Are highly organized and thrive in fast-paced, dynamic environments
• Have strong interpersonal skills, including effective communication and a genuine desire to help people
• Are technologically savvy and able to navigate and assist others in digital environments
• Can multitask efficiently without compromising on quality
• Are eager to learn and grow within a groundbreaking healthcare organization

Our office is located in Watertown, Massachusetts, but we’ve developed a robust remote working structure to give us more geographical flexibility while hiring for many positions.

This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building.

Firefly is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly is an E-Verify employer.