Member Engagement Specialist
About the Role
Member Experience Specialists are the heart of service delivery at Papa, serving as the first point of contact for our members. While our Customer Success team provides ongoing support, the ME team focuses on key early touch points—driving enrollment, re-engagement, and outreach to new members referred through post-discharge programs, DHL, or other channels to ensure they’re aware of and connected to our services.
In this role, you’ll connect with members compassionately and accurately—guiding them through the enrollment process, answering questions, and supporting them from onboarding to scheduling their first Papa visit.
This role requires strong communication skills, problem-solving abilities, and the confidence to present and position Papa’s services in a way that is both meaningful and effective. ME Specialists balance service excellence with productivity goals while collaborating closely with peers and leadership in a fast-paced, member-focused environment.
The ideal candidate is resourceful, detail-oriented, and dedicated to creating a positive and supportive experience for every member they engage with.
Key Responsibilities
- Serve as the first point of contact for new members, delivering clear and compassionate communication that drives connection and understanding.
- Conduct outbound and inbound calls to enroll members, explain Papa’s services, and confirm understanding of next steps.
- Re-engage previous members to assess interest and ensure continuity of service where applicable.
- Support referral outreach campaigns, including post-discharge and DHL referrals, by educating members and encouraging initial service adoption.
- Accurately document all interactions, using internal systems to maintain up-to-date records.
- Meet or exceed daily performance metrics related to dials, contact rates, enrollment conversions, and service-level adherence.
- Tailor messaging to fit individual member needs while adhering to compliance and scripting guidelines.
- Handle sensitive member information with discretion and in accordance with HIPAA and company protocols.
- Maintain awareness of campaign-specific goals, timelines, and eligibility requirements.
- Collaborate regularly with supervisors, peers, and cross-functional teams to share learnings, surface barriers, and drive improvements.
- Represent Papa’s values and mission in every interaction—fostering trust, clarity, and care.
Requirements:
- Prior experience in a Papa Customer Success or related member-facing role strongly preferred.
- Must be fluent in English (written and oral); bilingual in Spanish or Haitian Creole is a strong plus.
- Clear and professional communication skills with the ability to build rapport quickly.
- Comfortable navigating multiple systems and tools while maintaining focus during live calls.
- Demonstrated ability to meet or exceed performance expectations in a metrics-driven environment.
- Strong attention to detail, documentation accuracy, and time management.
- Self-motivated and dependable, with the ability to work independently in a remote setting.
- Committed to supporting a diverse, inclusive, and collaborative team environment.
- Ability to adhere to Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection, and a distraction-free workspace during scheduled hours.
Location:
- Remote US
Salary & Benefits:
Hourly Rate: $18.00-$19.00/hour
- At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer medical, dental and vision insurances, mental health and emotional wellbeing support tools; 401k Plan with match of up to 4%, generous gender neutral parental leaves and PTO, lunch stipends and employee events that promote work life balance and camaraderie.
Job Type: Full-time
- This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
- Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.
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