Member Guide
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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 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}