Member Engagement Specialist I

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 Role:

The Member Engagement Specialist I (ME I) is the foundational role within the Member Engagement team and serves as the first point of contact for many members joining Papa. ME I Specialists focus on early member touchpoints—driving enrollment, re-engagement, and outreach to ensure members understand and are connected with Papa’s services.

In this role, you will connect with members compassionately and accurately, guide them through enrollment, answer questions, and support them from onboarding through scheduling initial visits.

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 I Specialists balance service excellence with productivity goals while collaborating closely with peers and leadership in a fast-paced, member-focused environment.

Key Responsibilities:

• Serve as the first point of contact for new members, delivering clear and compassionate communication
• Conduct outbound and inbound calls to enroll members, explain Papa’s services, and confirm next steps
• Re-engage previous members to assess interest and support continuity of service
• Support referral outreach campaigns by educating members and encouraging service adoption
• Accurately document member interactions in internal systems and maintain up-to-date records
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPPA and company protocols.
• Meet or exceed daily expectations related to dials, contact rates, enrollments, and schedule adherence
• Tailor messaging to meet individual member needs while following scripting and compliance guidelines
• Maintain awareness of campaign goals, eligibility requirements, and timelines
• Collaborate with supervisors and peers to share learnings, identify barriers, and improve processes
• Represent Papa’s mission and values in every interaction

To qualify for this role you must have:

• Experience in a member-facing or customer support role preferred
• Fluency in English required; bilingual Spanish or Haitian Creole strongly preferred
• Ability to communicate verbally with members and internal teams clearly and effectively; ability to hear and understand information provided by members over the phone.
• Ability to navigate multiple systems while maintaining focus during live calls
• Demonstrated ability to work in a metrics-driven environment
• Strong attention to detail and documentation accuracy
• Dependable, self-motivated, and able to work independently in a remote setting
• Commitment to a diverse, equitable, and collaborative team environment
• Ability to adhere to Papa’s work-from-home requirements, including a hardwired internet connection and distraction-free workspace

Mental & Physical Qualifications

Active Listening & Auditory Acuity: Ability to clearly hear, process, and understand member information, tone, and nuances during high-volume phone interactions to provide accurate and compassionate support.

Cognitive Multitasking & Focus: Ability to maintain high mental focus while simultaneously navigating multiple internal software systems, following compliance scripts, and accurately documenting data during live member calls.

Emotional Resilience & Empathy: Strong psychological stamina and emotional intelligence to manage repetitive outbound/inbound calls, handle sensitive member situations with compassion, and maintain a positive demeanor under productivity pressures.

Prolonged Sedentary Work: Physical capability to remain seated or stationary for extended periods of time while operating a computer, headset, and keyboard in a dedicated home office environment.

Adaptability & Stress Management: Mental agility to thrive in a fast-paced, remote, metrics-driven environment, quickly adapting to changing campaign goals, compliance guidelines, and real-time performance feedback.

Data Integrity & Discretion: High cognitive attention to detail and ethical discipline required to accurately handle, document, and safeguard highly sensitive, confidential member health and financial information under HIPAA guidelines.

Location:

Remote US

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.

Equal Opportunity & Accommodation Statement: Papa, Inc. and all its affiliates and subsidiaries, is an equal opportunity employer committed to prohibiting unlawful discrimination, harassment, and retaliation. Our employees and qualified applicants are protected from discrimination based on race, color, religion, national origin, age, sex, disability, military or veteran status, gender identity, sexual orientation, or any other basis protected by federal, state, or local law. These protections apply to all employment decisions, including recruitment, hiring, performance evaluations, promotions, training, and career development. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are committed to providing reasonable accommodations to employees and qualified applicants in accordance with applicable law. If you need additional assistance or an accommodation to participate fully in any part of the hiring process, please submit a request to hrsupport@papa.com.