Description 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. The Role The Member Guide Associate serves as Firefly Health's frontline, playing a critical role in supporting members through their healthcare journey and ensuring the smooth resolution of varying types of inquiries. This position requires an individual with strong attention to detail, a curious and action-oriented mindset, and the ability to take ownership of tasks from start to finish. You will be responsible for helping members understand Firefly's unique approach to healthcare, ensuring they feel supported in understanding their benefits, getting them to the right internal team and answers, and also investigating and resolving billing and claims inquiries all within established service level agreements (SLAs). This role demands a true subject matter expert who can pivot seamlessly between explaining plan designs to a member and digging into technical claims adjudication issues with providers. You will: