Care Guide

The Role

As a Care Guide at Firefly Health, you'll be a vital member of our integrated care team, providing comprehensive care support services to our members. You will manage a wide range of tasks, ensuring seamless patient journeys and providing essential operational support that empowers our clinicians. This is a dynamic role for individuals passionate about healthcare and dedicated to supporting patient well-being in an innovative, virtual-first environment.

You Will

Patient Connections

• In-App Patient Chat Management: Efficiently manage in-app patient communication, providing effective responses to inquiries and escalating complex issues to the appropriate Care team members.
• Proactive Member Outreach: Initiate proactive outreach to members via chat to encourage their active participation in important health screenings and preventive care programs.
• Patient Education & Guidance: Provide patients with clear instructions for follow-up care, medication usage, and health education materials as directed by clinicians.

Integrated Care Support

• Medication Prior Authorizations: Manage medication prior authorizations, submitting them for insurance approval to ensure seamless access to necessary prescriptions.
• Patient Journey Coordination: Schedule patient appointments, coordinate follow-up care, and facilitate the collection of patient vitals, either through self-collection or by retrieving data from external records.
• Form Management & Visit Preparation: Collect and prepare essential patient forms, ensuring they are ready for review and action by the Care team.
• Emergency Care Monitoring: Monitor and promptly notify the Care team of patient emergency and inpatient visits to facilitate timely outreach and follow-up.
• Clinical Support Tasks: Perform additional clinical support tasks as required to ensure comprehensive patient care and team efficiency.

Administrative Care Services

• Fax Management: Efficiently review and file all incoming faxes, ensuring strict adherence to HIPAA guidelines and established clinical workflows.
• Medical Record Retrieval: Proactively retrieve prior medical records and referral records essential for comprehensive patient care.
• Performance Metrics & Adaptability: Meets defined expectations and compliance for outreach volume, chat responsiveness, and follow-up accuracy, and performs other duties as assigned to support team needs.

You'd Be a Good Fit If You Have

• At least 1 year of experience in a healthcare support, administrative, or customer service role, ideally in a fast-paced virtual care delivery environment or a direct patient care setting.
• Exceptional written and verbal communication skills.
• Proficiency and comfort with new technologies and digital systems.
• Strong organizational abilities and meticulous attention to detail.
• Ability to effectively manage multiple tasks and priorities.
• A proactive mindset for identifying and resolving issues.
• A deep commitment to patient satisfaction.
• High adaptability and the ability to thrive amidst frequent change in a dynamic work setting.
• A solid understanding of and unwavering commitment to HIPAA compliance and patient privacy.

Schedule

The candidate who fills this role will be required to work 11 AM - 7 PM ET (or 8 AM - 4 PM PT), 5 days per week.

Pay

The salary range for this position is $25 per hour to $28 per hour; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Firefly Health is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

Location

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.