Strategic Support Specialist

Summary

Papa provides social support by pairing older adults and families with trained companions to reduce loneliness and improve well-being. The Strategic Support Specialist supports new business initiatives, pilot programs, and manual referral workflows by executing evolving operational processes, identifying risks, documenting learnings, and contributing to scalable solutions and process development.

Responsibilities

• 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

Skills

• * 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
• * 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
• * **Stationary Work:** Prolonged periods of sitting or standing at a desk and working on a computer
• * **Communication:** Frequently communicates via computer, text-based platforms, video conferencing, and/or phone. Must be able to exchange accurate information in these digital environments
• * **Sensory:** Visual acuity required to read computer screens, analyze data spreadsheets, and review detailed documentation for extended periods
• * **Cognitive Complexity:** Requires the ability to analyze complex data, identify patterns, and synthesize information across multiple separate software applications simultaneously
• * **Adaptability & Resilience:** Must be able to maintain focus and emotional regulation in an environment with changing priorities, incomplete playbooks, and evolving processes
• * **Problem-Solving:** Requires critical thinking and sound judgment to independently identify workflow gaps or compliance risks and formulate structured feedback for leadership
• * **Pacing & Repetition:** 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
• * **Remote Environment:** Must be able to work independently in a remote, home-based setting while maintaining virtual connection and collaboration with cross-functional teams
• * **Data Privacy:** Requires a workspace that allows for confidentiality and data security in compliance with health plan and member privacy standards
• * Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred)
• * **Bilingual skills** (Spanish or Haitian Creole) strongly preferred
• * Sales Background strongly preferred

Qualifications

Must Haves

• * 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
• * 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
• * **Stationary Work:** Prolonged periods of sitting or standing at a desk and working on a computer
• * **Communication:** Frequently communicates via computer, text-based platforms, video conferencing, and/or phone. Must be able to exchange accurate information in these digital environments
• * **Sensory:** Visual acuity required to read computer screens, analyze data spreadsheets, and review detailed documentation for extended periods
• * **Cognitive Complexity:** Requires the ability to analyze complex data, identify patterns, and synthesize information across multiple separate software applications simultaneously
• * **Adaptability & Resilience:** Must be able to maintain focus and emotional regulation in an environment with changing priorities, incomplete playbooks, and evolving processes
• * **Problem-Solving:** Requires critical thinking and sound judgment to independently identify workflow gaps or compliance risks and formulate structured feedback for leadership
• * **Pacing & Repetition:** 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
• * **Remote Environment:** Must be able to work independently in a remote, home-based setting while maintaining virtual connection and collaboration with cross-functional teams
• * **Data Privacy:** Requires a workspace that allows for confidentiality and data security in compliance with health plan and member privacy standards
• * Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred)

Nice to Haves

• * **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