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 Analyst 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. This entry-level role is an exciting opportunity to join our team and play a crucial part in supporting  our mission. This role will require a non-standard work schedule with weekend shifts. 

You will

Inbound Phone Call Support & IT Support: Serve as the primary contact for incoming patient calls and member calls for claims, eligibility and benefits by resolving their issues or escalating when necessary. Support Firefly app troubleshooting login issues, and guiding them through their first interactions with the platform. {first call resolution + tech case closure within 72 hours}.  Team Call volume 100+ calls per day. 

Fax, Email, Voicemail, & Text Management: Handle fax management by uploading fax documentation into the appropriate patient charts promptly, ensuring HIPAA compliance. Manage and respond to patient inquiries via email, voicemail, and text throughout the day. Provide timely and effective support for patient concerns. {Metric 24 hour processing}

Case Support: Manage and follow up on one assigned case, ensuring that it is addressed promptly and appropriately. {3-21 day case closure}

You’d be a good fit if you have:

• Strong Organizational and Multitasking Skills: Ability to manage repetitive tasks efficiently and prioritize workload effectively.
• Attention to Detail: High level of accuracy in data entry and documentation to ensure compliance and maintain quality standards.
• Ability to Manage High Volume: Capacity to handle a high volume of calls and faxes while maintaining quality and meeting deadlines.
• Basic Understanding of Medical Records: Familiarity with medical records management.
• Problem-Solving Mindset: Ability to identify and address issues proactively, with a focus on continuous improvement.
• Comfort with Change and Growth: Firefly Health is rapidly growing, and you should be comfortable with change and rapid growth.
• Self-Starter and Team Player: Being a self-starter, a team player, having incredible drive to see Firefly succeed, and flexibility to help in whatever ways are needed.

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.