Strategic Support Specialist
- Role
- Operations
Open to US only. Set where you work from to check your eligibility.
No BS summary
Specialized support role for growth initiatives and pilot programs within MX Operations. Requires exceptional attention to detail, adaptability in ambiguous and evolving environments, and ability to execute manual processes. Success measured by accuracy, adaptability, documentation, risk identification, and productivity. Bilingual skills and sales background strongly preferred.
Required skills
Optional skills
Optional languages
Hi! We’re
Papa.
We all need a pal sometimes. That’s why Papa’s here.
Papa connects members and their families to real people for help with companion care, everyday tasks, transportation, and more. It’s vital human connection, right to the front door.
Papa Pals provide vital social support and companion care to strengthen families, help older adults remain connected, and support diverse communities—providing win-win benefits for all.
Promote independence
Papa provides older adults and other underserved populations with the support needed to age in place.
Reduce inequities
Papa advances equity for populations that have been historically marginalized.
Cure loneliness
No one’s meant to go it alone. With Papa, “together” is just a call or click away.
Improve outcomes
Research shows members feel physically and mentally healthier and make better healthcare decisions with Papa.
Lower costs
Papa members have fewer visits to the hospital and are more likely to receive preventive care—the results add up.
Increase satisfaction
Our one-of-a-kind benefit helps health plans retain members and employers attract—and keep!—talent.
Health Plans
Meet your members where they are with flexible support to assist older adults, other underserved populations, and families in overcoming social barriers to health and well-being. Dozens of health plans and employers work with Papa in a shared mission to help Medicare Advantage, Medicaid, and Special Needs Health Plan members live and feel better.
Companion Care Services
Employers
Attract and retain talent with a whole-family benefit that lightens the load on family caregivers, fosters physical and mental health, and gives your team time back in the day. Papa is not another digital front door, we’re help right to the door.
Corporate Wellness Programs
Papa Pals
Get a flexible job you can feel good about, helping members of your community on your schedule while working (and earning) as much as you like. Learn how Papa Pals create healthy connections, one visit at a time.
Be a Papa Pal
Members
Get support for yourself or someone you love. Papa is support that feels like family—when, where, and how you want it.
Member information
How it works
Available nationwide, in-person or by phone, Papa Pals offer a hand to help, a shoulder to lean on, and an ear to listen.
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Confirm your eligibility and sign up in the way that works best for you.
Check if you’re eligible for Papa through a covered health plan or employer-provided benefit online or by phone, then follow the steps to enroll. Individuals not part of a participating plan may sign up directly at get.papa.com. 2. ### Schedule a visit with a Papa Pal. Members can schedule visits by phone or online. Those accessing Papa through an employer benefit can schedule and manage visits through our web platform. 3. ### Enjoy your time and tell us how we did. Members and loved ones receive support from Papa Pals for companion care, help with children and pets, transportation, errands, and more. Post-visit surveys help us make sure it’s the perfect pal every time!
What you'll do
- 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.
What they require
- 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.
- Ability to maintain a reliable, high-speed, hardwired (Ethernet) internet connection.
- Access to a secure workspace during scheduled working hours that ensures data privacy and allows for focused, uninterrupted work.
- Prolonged periods of sitting or standing at a desk and working on a computer.
- Frequently communicates via computer, text-based platforms, video conferencing, and/or phone. Must be able to exchange accurate information in these digital environments.
- Visual acuity required to read computer screens, analyze data spreadsheets, and review detailed documentation for extended periods.
- Requires the ability to analyze complex data, identify patterns, and synthesize information across multiple separate software applications simultaneously.
- Must be able to maintain focus and emotional regulation in an environment with changing priorities, incomplete playbooks, and evolving processes.
- Requires critical thinking and sound judgment to independently identify workflow gaps or compliance risks and formulate structured feedback for leadership.
- Must be able to perform highly repetitive, detail-oriented tasks (such as manual data entry or reconciliation) with a high degree of accuracy and consistency over extended periods.
- Must be able to work independently in a remote, home-based setting while maintaining virtual connection and collaboration with cross-functional teams.
- Requires a workspace that allows for confidentiality and data security in compliance with health plan and member privacy standards.
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