Strategic Support Specialist

🕒 June 22

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Papa

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Papa is a company dedicated to providing companion care services to support health plans, employers, and their members. Papa connects individuals, particularly the elderly and those with special needs, to Papa Pals—real people who assist with everyday tasks, transportation, and provide social support. By promoting human connection and addressing social isolation, Papa enhances the well-being of its members. It collaborates with nearly 100 health plans and employers to improve health outcomes and offer benefits like reduced hospital visits and preventive care. Papa is committed to fostering independence for older adults, advancing equity for marginalized populations, and curing loneliness through personalized care services.

📋 Description

• Execute manual workflows and program processes that are not yet automated or standardized. • Support the launch of new business initiatives by operationalizing early-stage processes. • Adapt to frequent changes in program scope, requirements, and workflows. • Maintain detailed documentation of evolving processes, requirements, and learnings. • Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships. • Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency. • Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources. • Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership. • Ensure all work meets compliance, documentation, and reporting standards. • Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability. • Partner with leadership to help define standard operating criteria before processes are formalized. • Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

🎯 Requirements

• Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred). • Exceptional attention to detail and the ability to manage complex manual workflows. • Proven ability to adapt to ambiguous or changing environments. • Strong written communication and documentation skills. • Proficiency in navigating multiple digital systems and data sources simultaneously. • Ability to operate independently and exercise sound judgment. • Bilingual skills (Spanish or Haitian Creole) strongly preferred. • Sales Background strongly preferred.

🏖️ Benefits

• Competitive salary and equity package • Medical, dental and vision insurance coverage • HSA/FSA • 401(k) plan with a match up to 4% • Flexible PTO • Parental leave and caregiver leave