Care Guide

Firefly Health•Watertown, MA

5d•$25 - $28•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

Manage in-app patient communication, providing effective responses to inquiries and escalating complex issues to the appropriate Care team members.
Initiate proactive outreach to members via chat to encourage their active participation in important health screenings and preventive care programs.
Provide patients with clear instructions for follow-up care, medication usage, and health education materials as directed by clinicians.
Manage medication prior authorizations, submitting them for insurance approval to ensure seamless access to necessary prescriptions.
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.
Collect and prepare essential patient forms, ensuring they are ready for review and action by the Care team.
Monitor and promptly notify the Care team of patient emergency and inpatient visits to facilitate timely outreach and follow-up.
Perform additional clinical support tasks as required to ensure comprehensive patient care and team efficiency.
Efficiently review and file all incoming faxes, ensuring strict adherence to HIPAA guidelines and established clinical workflows.
Proactively retrieve prior medical records and referral records essential for comprehensive patient care.
Meets defined expectations and compliance for outreach volume, chat responsiveness, and follow-up accuracy, and performs other duties as assigned to support team needs.