Firefly Health

Manage client relationships, coordinate project activities, and ensure client satisfaction and retention. | Minimum of five years in client success or account management, with experience in complex client environments, especially within health benefits or related fields, and strong organizational and analytical skills. | 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. Your Role The Customer Success Manager will assist in the development, building, and maintaining of strong client relationships to ensure retention of clients. You will co-manage all client related activities, deliverables, and yearly reporting. Working in close partnership with the Strategic Account Executive (SAE), the CSM will be responsible for ensuring that all client expectations, goals, and satisfaction goals are consistently met. You will: Manage day-to-day client relationships, including project plans, status updates, and meeting coordination Directly manage and distribute all deliverables, action items, and notes stemming from client meetings Work with the SAE, ensure client activities are progressing on schedule and adhere to prescribed standards to ensure retention of customer Assist with the building of external facing presentations for meetings, such as annual review meetings and any other client/vendor meetings and attend all reporting discussions virtually or in person as needed with client Manage and track all member escalations with the client and internal Firefly teams, ensuring resolution is achieved within 5 business days. Work with the navigation team to serve as a main point of contact for CS on all vendor integration discussions and coordinate with internal key stakeholders Assist in the development, building, and maintaining of strong client relationships to ensure retention of clients. You’d be a good fit if you: Possess strong client relationship management skills, enabling you to effectively manage daily interactions, project plans, and status updates Are highly organized and proactive to accurately manage and distribute all deliverables, action items, and meeting notes adhering to standards essential for client retention. Are able to create professional external-facing presentations, participate in key reporting discussions, and efficiently manage and track all member escalations to resolution within the SLA Will be capable of coordinating internal and external stakeholders, particularly in vendor integration discussions with the navigation, health plan operations, and clinical teams It’d be nice if you: Have a minimum of five years of experience in client success, account management, and/or consulting Bring proven experience navigating complex client environments, especially within the employer-sponsored health benefits space and health plan client management Have a strong analytical mindset with the ability to interpret data and translate it into actionable client strategies Have a working knowledge of Google workspace, to manage and track client interactions and progress The salary range for this position is $85,000 to $100,000 annually; 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. 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. Firefly is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly is an E-Verify employer.

Lead and scale operations teams within health plan administration, care delivery, and navigation to enhance value and efficiency. | Extensive healthcare leadership experience, operational expertise, and ability to manage cross-functional teams in a tech-enabled environment. | 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. Your Role As Vice President, Operations, you will play a pivotal role in delivering and refining Firefly’s helping to refine our service delivery model, scale our operational teams and ultimately drive higher value engagement from our membership. You will work cross-functionally with Clinicians, Product & Technology, and Growth teams to develop programs & solutions that enhance our value propositions, and drive business growth. This is a unique opportunity to make a significant impact in a dynamic startup environment. You will: Lead our operations teams within one of our delivery verticals of Health Plan Administration, Care Delivery, and Navigation with a focus on process definition and automation to achieve outcome & efficiency KPIs Align operational resources to Firefly’s strategic roadmap and collaborate with your peers in technology, product, and growth to enhance Firefly’s value proposition to employers, and carriers. Integrate and manage strategic vendors and partners into our operations in order to focus our build on what is unique to Firefly. Develop a deep understanding of Firefly’s health plan and care offerings, including key value propositions and opportunities for market differentiation. Champion a member-first approach that both ignores none of our population but also prioritizes our impact to drive the highest value outcomes. You’d be a good fit if you have: A tenacious spirit motivated by solving the most challenging problems in healthcare. A hands on attitude to build up processes, policies & teams from the front-lines Strong ability to translate operational processes into business outcomes Strong analytical skills and a bias-to-action to turn data-driven insights into action, both hands-on and through coaching teams Have deep expertise across health plans, care navigation, and care delivery. Proven track record of evolving early stage teams into fully scaled operations. Experience working in tech-enabled services and facilitating rapid change management within an evolving service offering. Strong communication and collaboration abilities, with the ability to influence stakeholders at all levels. The salary range for this position is $200,000 to $250,000 annually; 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. Firefly Health is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly Health is an E-Verify employer.