Care Advocate - Florida

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health. 

Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.

About the role: 

As a Care Advocate, you will support Medicare members as they navigate complex health and social needs. You will serve as a trusted guide and care coordinator, helping members overcome barriers to access care and essential community resources. This role is ideal for someone with a strong foundation in community health work, who is deeply empathetic, exceptionally organized, and ready to roll up their sleeves to build something new.

You will be a part of Papa Community, a new business within Papa operating as a dynamic, fast-paced early stage startup. This means that you will be contributing to care delivery while also providing feedback to shape the systems and workflows behind it. Your insights working with patients will directly inform how we grow and improve.

While 90% of your work will be virtual, you’ll also engage in on-site visits in the community two to three times per month. 

What you’ll do: 

How you will engage with members

• Build strong, trusting relationships with Medicare members, grounded in empathy, respect, and patience. 
• Manage day-to-day workload communicating with members through in-bound calls, out-bound calls, and member inbox. Member communications can take place through video calls, audio-only calls, text messages and emails.
• Connect members to community-based social services (such as food assistance, transportation, housing support) to address health-related social needs.
• Support appointment scheduling and healthcare access, including provider lookups and reminders.
• Help members become stronger self-advocates in managing their health and care. Facilitate behavior change, provide emotional support, and offer health education.
• Participate in a coverage schedule that may include evenings, weekends, and holidays for urgent member needs.

How you will provide care coordination 

• Assess and prioritize members’ needs, and support them in navigating health and social care systems.

• Develop care plans that address social determinants of health such as food security, transportation, housing, and social isolation.
• Clearly document interactions and support activities for members, including tracking metrics and outcomes for the member.
• Identify and maintain an up-to-date database of community resources to enhance the support available to members.
• Communicate with practitioners, home- and community-based service providers and other healthcare facilities. 

How you will collaborate on the team

• Share feedback on what’s working and what could be improved, helping to shape internal workflows and care models.
• Participate in pilot projects or process improvements designed to improve and expand how we serve members.
• Represent Papa Community at in-person events or outreach opportunities to build awareness and foster relationships with community-based organizations. 

Skills we look for: 

• Outstanding communication and interpersonal skills, with an ability to build trust with members and de-escalate tensions to find satisfactory resolutions.  
• Exceptional organizational skills and self-directed time management: You can balance multiple projects, keep track of different deadlines, and effectively context switch as needs shift throughout the day. 
• Strong detail-orientation: You take clear and concise notes, meticulously track member activities in the care management platform, and ensure all components of the care delivery workflow is followed with the appropriate timing. 
• Ability to multitask: You can conduct research and speak on the phone while simultaneously operating several applications. Ability to quickly research and analyze previous member interactions, live conversations, and internal data. 
• Proactive and comfortable in a fast-paced environment without direct supervision, leveraging a solutions-oriented mindset to tackle ambiguous problems and strong judgment of when to escalate to your manager. 
• Ability and willingness to adapt to changing work environments. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course of an early stage startup.
• Highly tech-savvy and can rapidly learn different care management systems and communications platforms. 
• Growth-mindset to continuously improve and openly receive feedback. 

What you bring: 

• Minimum 2 years of experience working as a Community Health Worker in care navigation, patient advocacy, and case management. 
• Community Health Worker certification strongly preferred.

• Experience supporting older adults with chronic conditions and unmet health-related social needs, such as housing instability, food insecurity, transportation barriers, or social isolation.

• Extensive knowledge of community-based resources and social service programs.

• Excitement for being in a fast-paced, high-growth and feedback-oriented environment.

• Access to a quiet, HIPAA-compliant space to ensure member privacy with hardwired (Ethernet) network connection that is a distraction-free environment during working hours.
• Understanding of Medicare and Medicaid coverage, and familiarity with applicable codes are preferred. 

• Bachelor’s degree required.
• High proficiency in Spanish is preferred.

Location

• Remote (Florida residents only, due to region-specific needs and familiarity with local resources, services, and providers) 

Benefits: 

• Medical, dental and vision insurances
• HSA/FSA
• 401(k) plan with a match up to 4%
• Parental leave and PTO

About Papa's culture: 

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.

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