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Clinical Operations Lead

Miami, Florida, United States, Remote

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 Company:

Papa Health’s mission is to support better access, connection and outcomes for older adults through person-centered engagements. Papa Health, LLC, a wholly owned subsidiary of Papa, Inc, is a non-clinical support services organization that partners with clients to improve well-being by addressing social determinants of health (SDOH).

About the role: 

We are seeking a mission-driven, strategic and collaborative Clinical Operations Lead. We are looking for candidates who have a background in clinical medicine, but think outside of the box to innovate on care delivery systems and patient experiences.  

You will be a part of the founding team of Papa Community, a new business within Papa operating as a dynamic, fast-paced early stage startup. You will play a pivotal role in defining and operationalizing the future of care navigation and patient advocacy.

Reporting to the GM of Papa Community, this leader will own strategic initiatives that enable frontline teams to deliver exceptional, high-quality healthcare that is scalable. From data-informed process design to quality assurance and outcomes measurement, this role requires a creative operator and systems thinker with a passion for operational rigor, continuous improvement and patient impact. 

What you’ll do: 

Strategic program design & execution
  • Architect scalable workflows and systems that support high-quality, efficient care delivery.
  • Lead the design and implementation of 0-1 programs that align with Papa Community’s growth goals.
  • Build and enforce systems for operational rigor, process adherence, and quality improvement from day one.
  • Work closely with the GM to share insights and recommendations, and be open to feedback and iteration. 
Team leadership & culture building
  • Build, coach, and support a high-performing team of Care Advocates.
  • Lead by example by participating in care navigation calls and engaging directly with patients during the early phases.
  • Serve as a player-coach by actively participating in outreach and engagement activities with the other members of the Papa Community team including building relationships with community-based organizations. 
  • Create a culture of accountability, learning, and inclusion through training, mentorship, and transparent feedback.
Measurement, quality & training 
  • Define, track, and optimize KPIs related to care quality, patient satisfaction, and operational efficiency.
  • Leverage data and frontline feedback to inform staffing models, workflows, and operational decisions. 
  • Own the end-to-end onboarding and ongoing learning experience for Care Advocates.
  • Create and maintain a comprehensive library of operational protocols, care workflows, and SOPs.

Skills we look for: 

  • Strategic thinker with a systems mindset who is comfortable balancing long-term vision with near-term execution. 
  • Excels at using first principles thinking to deconstruct clinical requirements and leverage technology to design patient-centric and efficient systems. 
  • Comfort with using data and analysis to drive decision-making and optimization of the patient experience.
  • Extremely organized and solutions-oriented—focuses on documentation, building audit trails and enforcing operational rigor from day one. 
  • Strong “roll up your sleeves” attitude - no task is too small for you.
  • Deep respect and empathy for the lived experiences of patients and team members alike.

What you bring: 

  • 6+ years in healthcare operations or care delivery strategy with 3+ years of leadership experience. 
  • 3+ years of experience in case management, care navigation and patient advocacy.
  • Active, unrestricted licensure in good standing in a chosen health profession (RN, LCSW, PA, NP, MD, or DO) required.
  • Excitement to be in a fast-paced, high-growth and feedback-oriented environment, where you will be able to take complete ownership over the work you do and see the direct impact of your work. 
  • High proficiency in Spanish is a bonus!

Location

  • Remote (with preference to West Coast candidates)

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 

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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