Senior Care Advocate

Summary

Join Papa Health as a Senior Care Advocate (LCSW/RN) and support Medicare members in navigating 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. Responsibilities include building strong relationships with members, managing daily workload through various communication channels, connecting members to community services, supporting appointment scheduling, and helping members become stronger self-advocates. You will also assess and prioritize member needs, develop care plans, document interactions, maintain a database of community resources, and communicate with healthcare providers. Collaboration with the team involves translating experience to improve the Care Advocate and member experience, partnering with management to improve SOPs, developing onboarding processes, acting as a primary touchpoint for Care Advocate questions, implementing pilot projects, and representing Papa Community at events. The role is primarily virtual with occasional on-site visits. This position requires active, unrestricted licensure as an LCSW or RN in Florida, along with relevant experience and skills.

Requirements

• 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
• Critical thinking and problem-solving abilities to support the unique needs of each member, and think about how to systemize hands-on learnings
• 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
• Desire to coach future Care Advocates and spend time on their professional development
• Growth-mindset to continuously improve and openly receive feedback
• Active, unrestricted licensure in good standing as a LCSW or RN in Florida is required, , and with willingness to obtain licenses in additional states as needed
• For RNs, must have a Bachelor of Science Degree in Nursing from an accredited nursing school
• Minimum 4 years of experience in case management, care navigation, and patient advocacy
• Minimum 2 years of supervisory or leadership experience in a healthcare environment
• 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

Responsibilities

• 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
• 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
• Translate your experience in case management, patient advocacy, and/or care navigation to inform improvements to the Care Advocate and member experience
• Partner with your manager to improve existing Care Advocate team standard operating procedures (SOPs), develop new SOP content, and update workflows to empower the Care Advocate team to more effectively address member needs
• Develop onboarding process and training materials for future Care Advocates
• As the Care Advocate team grows, act as the primary touchpoint for questions from Care Advocates about how to support members
• Implement 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

Preferred Qualifications

• Experience working in community health settings, primary care settings, FQHCs or home health settings is highly valued
• Understanding of Medicare and Medicaid coverage, and familiarity with applicable codes are preferred
• High proficiency in Spanish is preferred

Benefits

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