Primary Care

Frequently Asked Questions

Answers for questions about Firefly's virtual primary care services, insurance & copays, and general questions regarding our care team model.

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

When you become a Firefly member, a Firefly Health medical doctor (MD) or nurse practitioner (NP) will be your new primary care provider (PCP). We're happy to work with your current PCP to transfer your records and ensure seamless continuity of care.

What do I do in an emergency?

When something urgent comes up, we want to be your first point of contact. In the event of a non-life-threatening emergency, your Firefly care team will guide you to where you need to go. You can message them on weekdays between 7 AM-7 PM and expect a response within 30 minutes. If it's after hours, you can page us through the app. We’ll call you within an hour. If you have a life-threatening emergency, call 911.

What if I need to see a provider in person?

While your Firefly team practices 100% virtually, we will direct you to the right in-person care when necessary.Suppose you need a diagnostic test or procedure. In that case, we have an extensive, curated network of partners that offers services in the communities where we practice. If you have more complicated health issues, we partner with the best specialists, including Joslin Diabetes Center and Dana Farber Cancer Institute, to provide you with the most advanced treatment science has to offer. No matter what happens, we're here for you. Your care team is available on demand by video and chat whenever you're sick, have a one-off question, or urgent health concern.

What is Virtual Primary Care, anyways?

Think of it as a modern house call. Instead of going to the doctor, the doctor comes to you through video and chat. As a Firefly member, you can look forward to personalized primary care from wherever you are: on the go, in the office, or on the couch. You'll have a dedicated care team that gets to know you over time, helping you manage chronic conditions, plan preventative care, and direct you to the right in-person treatment when needed.

What medical needs does Firefly address?

Your Firefly care team can manage many health concerns virtually, including:

Chronic conditions: We have advanced approaches to managing your chronic conditions such as diabetes or high blood pressure.
Acute concerns: We’re great for common ailments like back pain, stomach flu, headaches, sinus infections, and more.
Health coaching: We help you be your best self by supporting long-term health goals such as losing weight, quitting smoking, or sleeping better.
Women’s health: From birth control counseling to menstrual cycle concerns, we're here to keep you on track with your women's health needs.
Behavioral health: As a Firefly member, you’ll have the option to work with a licensed behavioral health specialist to assess your concerns, provide support, and monitor your progress along the way.

Can Firefly prescribe opioids and other controlled substances?

It depends. In some states, doctors can prescribe controlled substances only after an in-person visit. Because we’re virtual, we can’t prescribe these medications in those states. But we will work closely with you to make sure you get the right care.

In states where we can prescribe these medications, we first have to get very clear on the medical need for them. That could take several video visits. Once we do that, we’ll discuss treatment options, which may include safer alternatives. Learn more about how we work with controlled substances.

Do I need a phone or computer with a camera to use Firefly?

You will need a video-enabled iOS or Android device or desktop computer to receive the best possible care.

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."

How do I schedule an appointment?

We make it easy to schedule same- or next-day appointments through the Firefly Health app. And when questions pop up, your care team has answers. Chat them day or night, at no cost to you.

How does Firefly check my vitals?

Once you become a Firefly member, we'll set you up for success by sending you a few essentials—including a thermometer. Your provider will coach you through taking your vitals and help you get the most accurate reading during your visit.Don't have certain items, like a blood pressure cuff? We can help with that. Just message your care team in the Firefly Health app.

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

If you give Firefly a try and decide it's not for you, no problem. You're free to switch to a different primary care provider at any time. We simply 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.

Will Firefly share my data with other parties?

Your privacy is our top priority. Firefly will not share your data with other parties without your express consent. If information is required to provide you with the best care, we will always ask for your permission before sharing it. For more information, please see our privacy policy linked below.

What is a Firefly care team?

At Firefly, we believe that many heads are better than one. Instead of one doctor, we give you an entire care team: a trusted physician, nurse practitioner, health guide, and behavioral health specialist—all working together to help you feel your very best. Your Firefly team supports you over time, making sure you get the best care science has to offer for staying healthy and achieving your goals.

What is the role of a Behavioral Health Specialist?

We believe mental health is essential to overall health and well-being. That’s why Firefly members have the option to work with a licensed behavioral health specialist. Our Behavioral Health Specialists collaborate with your physician, NP, and health guide to address your mental and behavioral health concerns. They'll work closely with you to understand your unique needs, then create a complete treatment plan that may include medications, lifestyle changes, or other treatments.

What is the role of a Health Guide?

Getting healthy can feel overwhelming at first. Wouldn’t it be nice to have someone to guide you towards objectives, keep you motivated, and establish behaviors that stick? At Firefly Health, you do. Our Health Guides work closely with our team of physicians and nurse practitioners to actively support your unique health and wellness goals, offer information about healthier habits, and keep you on track to meet your objectives. They're a regular point of contact, full of resources and information—and ready to any solve problems that arise.

What is the role of a Medical Doctor (MD)?

At Firefly, MDs collaborate with and support our NPs on complex workups and illnesses. They're available to meet with our members on request.

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

In most cases, a Nurse Practitioner is the point person on your Firefly care team. They're available on demand to answer your questions and provide continuous support for your routine care. NPs are trained at the master's level to diagnose and prescribe medications to patients. When it comes to performing routine physical exams, diagnosing and treating acute conditions, managing chronic diseases, and counseling on preventative healthcare, you can count on your NP to deliver high-quality, personalized care. In fact, several scientific studies show that NPs provide primary care that is indistinguishable from physician care.

Will I talk to my personal care team every time?

Most of the time, but not always. Because we want to help you as quickly and conveniently as possible, you may occasionally talk to someone outside your personal care team. Suppose you need after-hours care or help with routine problems like a sinus infection or urinary tract infection. In that case, you may receive care from providers who are not on your personal care team.

Are there membership fees or extra costs?

We don't believe in membership fees. We won’t charge you anything for being a Firefly member, and there are no hidden costs for the services we provide.

Do you accept Medicare and Medicaid?

We don’t accept MassHealth, Medicaid, or ConnectorCare at this time, but we're working on it.

Does Firefly Health take my insurance?

We currently accept new members covered by most plans from Aetna, Anthem, Blue Cross Blue Shield, Harvard Pilgrim Health Care, AllWays Health Partners, UniCare, and UnitedHealthcare, with more coming soon.

What does it cost to use Firefly Health?

Our in-app messaging is always free. For video visits, standard copays may apply. Everything else, from easy prescription refills to personalized care plans, is covered. Contact your health insurance provider to learn more about your benefits.

What happens if I'm a Firefly patient and I "age in" to Medicare?

If you're an existing patient who "ages in" to Medicare, we'll accept your new coverage while continuing to provide you excellent, uninterrupted care.