Adaptability: Involves frequent adjustments to priorities, workflows, and expectations.
Evolving Environment: Processes may be manual, incomplete, or evolving.
Performance Metrics: Success is measured by accuracy, adaptability, documentation quality, risk identification, and productivity. Output expectations are evaluated in context based on the complexity and scope of assigned work.
Performance Standards: Sustained output significantly below peer benchmarks, without justification related to assignment complexity or scope, may be addressed through standard performance management processes.
Fluid Focus: This role is not tied to a single program or queue and may shift focus regularly.
Career Path: Designed for specialists who are comfortable operating outside of fixed workflows and may not follow a traditional, linear progression path within Operations.

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.

Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred).
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.
Bilingual skills (Spanish or Haitian Creole) strongly preferred.
Sales Background strongly preferred.

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.

Strategic Support Specialist - BL