Senior Care Advocate (LCSW/RN)

Papa•Miami, FL

16d•Remote

About The Position

As a Senior Care Advocate (LCSW/RN) , 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. In addition to interacting directly with members, you will provide supervisory support as the Care Advocates team grows. This role is ideal for someone with a strong foundation in community health work, and supervisory experience in care navigation, case management, and patient advocacy. You will be a part of Papa Community, a new business within Papa operating as a dynamic, fast-paced early stage startup. This means that you will be contributing to care delivery while also providing feedback to shape the systems and workflows behind it. Your insights working with patients will directly inform how we grow and improve. 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.

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 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.

Nice To Haves

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.

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.