Member Guide

Summary

Join Firefly Health's Member Experience team as an Analyst and become the heartbeat of our daily operations, ensuring patients receive exceptional care. This entry-level role is crucial in supporting our mission to deliver clinical and financial health. You'll handle inbound calls, manage faxes, emails, and texts, and provide case support. The role requires a non-standard work schedule with weekend shifts and involves a high volume of tasks. While largely remote, occasional on-site meetings are required. Firefly Health is an equal opportunity employer committed to diversity and inclusion.

Requirements

• 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

Responsibilities

• 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
• 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
• Manage and follow up on one assigned case, ensuring that it is addressed promptly and appropriately

Preferred Qualifications

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

Benefits

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