Care Advocate - RN/LCSW

Care Advocate (RN/LCSW) - Florida

Miami, Florida, United States, Remote

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. 

About the Role: 

As a Care Advocate (RN/LCSW), you will support Medicare members as they navigate 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. This role is ideal for someone with experience in care delivery and a strong foundation in community health work, who is deeply empathetic, exceptionally organized, and ready to roll up their sleeves to build something new.

This role will be a part of Papa Community, a new business that is closely aligned to Papa’s core business and operating as a dynamic, fast-paced early stage startup. You will be a part of building a patient-centric care delivery system from the ground up, reimagining how to support older adults leveraging technology.

While 90% of your work will be virtual, you’ll also engage in on-site visits in the community two to three times per month. 

What you’ll do: 

How you will engage with members

• 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.

How you will provide care coordination 

• 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. 

How you will collaborate on the team

• Share feedback on what’s working and what could be improved, helping to shape internal workflows and care models.
• Participate in 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. 

Skills we look for: 

• 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. 
• 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. 
• Growth-mindset to continuously improve and openly receive feedback. 

What you bring:

• For RNs Must have a Bachelor of Science Degree in Nursing from an accredited nursing school. 
• Must have an active, unrestricted RN or LCSW license in Florida, and with willingness to obtain licenses in additional states as needed.
• Minimum 2 years of experience in case management, care navigation, and patient advocacy.
• Experience supporting older adults with chronic conditions and unmet health-related social needs, such as housing instability, food insecurity, transportation barriers, or social isolation.
• 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.
• 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.

Location

• Remote (Florida residents only, due to region-specific needs and familiarity with local resources, services, and providers) 

Benefits: 

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