# Care Guide

**Company:** [Firefly Health](https://hotfix.jobs/companies/firefly-health)
**Location:** Remote
**Role:** Customer Support
**Salary:** $52k – $58k/yr
**Experience:** 1+ years
**Skills:** hipaa compliance, patient outreach, medication prior authorizations, medical record retrieval, patient scheduling, in-app chat management, fax management, patient education, clinical support tasks, electronic health records
**Posted:** 2026-07-17

> Care Guide supporting an integrated virtual care team at Firefly Health. Manage patient communications, coordinate care journeys, handle prior authorizations and records, and provide administrative support to clinicians while ensuring HIPAA compliance.

## Job Description

## Patient Connections
- Efficiently 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.

## Integrated Care Support
- 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.

## Administrative Care Services
- 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.
- Meet defined expectations and compliance for outreach volume, chat responsiveness, and follow-up accuracy, and perform other duties as assigned to support team needs.

## 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.

## Compensation
- 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.

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