Frequently Asked Questions

Can I keep my current Primary Care Provider (PCP) if I sign up for Firefly?

A Firefly Health medical doctor (MD) or nurse practitioner (NP) will be your new primary care provider (PCP). All of our PCPs work on teams that include an MD, NP and a health guide. Most of the time, our NPs are on point, available on-demand and providing continuous support for all routine care. Firefly MDs collaborate with and support our NPs on complex workups and illnesses and are available to meet with our members on request and on demand. We're happy to work with your current PCP to transfer your records and ensure seamless continuity of care.

Will I have my own Primary Care Provider (PCP) or will my needs be handled by whomever is available?

With Firefly, you get a personalized care team that includes your own medical doctor (MD), nurse practitioner (NP), and health guide, as well as any other support you need from leading specialists in medical care and behavioral health. This is your team, providing support over time, making sure you get all the best care science has to offer for staying healthy and achieving your goals. For after-hours care, or help with routine problems like a sinus infection or urinary tract infection, you may get care from providers not on your personal team so we can help you as quickly and conveniently as possible.

Does Firefly Health take my insurance?

Firefly currently accepts new members covered by most plans from Aetna, Anthem, Blue Cross Blue Shield, Harvard Pilgrim Health Care, AllWays Health Partners, Tufts Health Plan, UniCare, and UnitedHealthcare with more coming soon. We are able to accept some types of Medicare in Massachusetts when an established member ages into Medicare. We don't currently accept MassHealth or Medicaid, but we're working on it.

What do I do in an emergency?

On weekdays, from 7AM-7PM, we aim to respond to any urgent clinical issue you send us through the chat thread within 15 minutes. After hours, if you have a non-life-threatening emergency, you can page us through the app and we will call you within 30 minutes. If you have a life-threatening emergency, call 911.

What happens if I’m a Firefly patient and “age in” to Medicare?

Not a problem. If you're a new or existing patient who then "ages in" to Medicare, we'll accept your new coverage while continuing to provide you great, uninterrupted care.

What is the role of a Nurse Practitioner (NP) at Firefly?

Nurse Practitioners (NPs) are trained at the master’s level to diagnose and prescribe medications to patients. Several scientific studies have found that the quality of care NPs provide in the primary care setting is as good or better than medical doctors (MDs). This includes performing routine physical exams, diagnosing and treating acute conditions, managing chronic diseases, and counseling on preventative health care. Here at Firefly, NPs always work on teams with a medical doctor (MD) and health guide.

Will Firefly share my data with other parties?

No, Firefly will not share your data with other parties without your consent. We will always ask for your consent if this is required to provide the best care. For more information, please see our privacy policy linked below.

How do I get the Firefly Health mobile app?

To get our mobile app, go to the App Store (iOS) or Google Play (Android) and search “Firefly Health”.

What if I decide Firefly Health isn’t for me?

If you give Firefly a try and it's not right for you, no problem. You're free to switch to a different primary care provider (PCP) at any time. We ask that you let us know, so we can help transfer your records to your new PCP. There are no cancellation fees or hard feelings.

What medical needs does Firefly address?

Firefly Health is a virtual-first alternative to traditional primary care. Our personal care teams are available on demand to help you with common conditions like back pain, stomach flu, sinus infections, and women’s health issues. Many of these conditions can be safely managed without needing an in-person visit. Should you need an in-person diagnostic test or procedure, we have an extensive, curated network of partners that either offer in-home service or are located in communities across the states where we practice. In addition to care when you’re sick, we help you stay healthy by making sure you get everything you need to prevent cancer, heart attacks and other serious diseases. We help you be your best self by supporting your goals like losing weight, quitting smoking, or sleeping better. We have advanced approaches to supporting you to manage chronic conditions like diabetes or high blood pressure. And, finally, if you have more complicated health issues, we partner with the best specialists to seamlessly offer you the best treatment science has to offer.

Are there membership fees or extra costs?

There are no membership fees or extra costs, and in-app messaging is always free. The standard copays for your insurance company may apply for video visits, but there are no additional fees for becoming a Firefly member or the services we provide. For some insurance providers, your copays are even waived.

I’m new to virtual care / telehealth. What if I need to be seen in person?

While your physician-led Firefly care team practices 100% virtually, we realize there are times you may need to be seen in person. Should you need an in-person diagnostic test or procedure, we have an extensive, curated network of partners that either offer in-home service or are located in communities across the states where we practice. We’re available on demand by video and chat whenever you’re sick or have an urgent health need and we proactively support you over our app to stay healthy and manage any chronic conditions like high blood pressure or diabetes. We’re equipped to safely manage many conditions without needing an in-person visit.


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