United States onlyBe 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 the Member Guide Manager at Firefly Health, you will lead a team dedicated to supporting and enhancing the member experience. Your leadership will be instrumental in guiding Member Guides, shaping their approach, and ensuring they embody the values and standards that set Firefly Health apart. By fostering a culture of continuous improvement and collaboration, you will play a pivotal role in shaping the healthcare journey of our members, ensuring their experience is not only satisfactory but truly transformative.
You will:
- Lead and manage a team of Member Guides, ensuring they are equipped to deliver exceptional care and health plan support
- Maintain a QA program to ensure the Member Guide role consistently meets our service standards
- Design and implement training programs for Member Guides, ensuring they are well-prepared to meet evolving responsibilities
- Oversee daily operations that drive member engagement, ensuring a consistent experience
- Handle high-level patient relations, including escalations and implementation of service standards
- Monitor and amplify key metric variations to support continuous improvement
- Provide strategic input on initiatives aimed at enhancing the member experience
You’d be a good fit if:
- You possess strong leadership skills, with a proven track record of managing and motivating teams
- You have experience in customer service or patient advocacy, ideally within the healthcare sector, and understand the intricacies of member care
- You demonstrate excellent communication and interpersonal skills, capable of building rapport with both your team and members
- You are adept at problem-solving and decision-making, able to navigate complex situations and deliver solutions that enhance member satisfaction
- You are adaptable and thrive in dynamic environments, ready to tackle new challenges and drive continuous improvement
It’d be nice if:
- You have experience with healthcare technology platforms and can leverage these tools to improve member experiences
- You are familiar with data analysis and can use insights to inform strategies and enhance the effectiveness of your team
- You have previously been involved in designing and implementing training programs, especially in a healthcare or service-oriented context
- You bring innovative ideas and approaches to team management and member engagement
- You are bilingual or multilingual, which would be beneficial in communicating with a diverse member base
Our office is 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.
