Trust & Safety Specialist I Full Time

Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.

About the Role: 

A Trust & Safety Specialist fulfills a critical function of our Trust & Safety team in intaking, documenting, and resolving complaints or feedback from health plan members, Pals, and customers. 

As a T&S Specialist I, your primary focus will be on intaking cases, and ensuring that they are correctly analyzed and categorized using established departmental workflows. As such, attention to detail is critical to ensure correct categorization and the writing of professional case summaries. 

Additionally, you will be focused on resolving general support requests and cases that are less urgent in nature, although you may need to step in to assist with more complex cases as needed. To note, this role may involve exposure to descriptions of potential trust and safety situations, including reports of aggression, harassment, assault, mental health concerns, and other security issues. 

You will meet key performance indicators for case resolution and documentation of support requests and general cases on a daily basis. In addition, you will be able to work either standard weekday and daytime shifts, or weekends and evenings as needed. 

A qualified candidate would be passionate about helping others, would exhibit critical thinking, be team oriented and would be able to work in a fast paced environment independently. You will need strong analytical skills, attention to detail, and the ability to effectively interact and communicate across departments and with various stakeholders. 

Responsibilities for T&S Specialist I: 

• Meet key performance indicators for triaging inbound cases by appropriately categorizing the cases, and summarizing the cases in professional, succinct language. 
• Resolve general support cases on a daily and weekly average. 
• Immediately identify and flag safety concerns to appropriate internal teams. 
• Summarize case details in clear and concise client-facing language. 
• Help the team by stepping in to support in-bound calls, triage, and general support cases, as needed for load balancing. 
• Be able to work either standard weekday and daytime shifts, or weekend and evening shifts (we have roles for both).

Additional Requirements:

• Commitment to integrity and ethical, unbiased decision-making regarding Member and Pal complaints. 
• Ability to resolve customer incidents with empathy and decisiveness, while adhering to company policies and procedures. 
• Strong command of customer care skills such as active listening, de-escalation, professionalism, and courtesy to all members of the Papa community.
• Ability to multitask: You can conduct research and speak on the phone while simultaneously operating several applications (including but not limited to) G-Suite, Zendesk, and more. Ability to quickly research and analyze phone calls, live conversations, and internal data. 
• Ability to work productively in a fast paced environment  without direct supervision.
• Exceptional written skills: You take excellent and organized notes, can summarize information concisely, and can polish your writing to be client-facing. 
• Exceptional verbal communication skills: You are a skilled communicator and listener. You are an expert at de-escalating tension with our community of Members and Pals, and your interactions with our community yield resolution and satisfaction. 
• Exceptional organizational skills: You can keep track of multiple deadlines and project manage and prioritize your work accordingly. 
• Commitment to supporting a diverse, inclusive, and collaborative work environment.
• Works productively in a fast paced environment.
• Critical thinking and strong decision making skills.
• Collaborates well with peers and cross functional teams.
• Ability and willingness to adapt to changing work environments which shift direction and tasks throughout the day.
• Communication skills are clear, precise, engaging and compassionate. 
• Committed to supporting a diverse, inclusive, and collaborative work environment.

Required Qualifications:

• College Degree preferred, but equivalent work experience is acceptable. 
• Ability to adhere to Papa’s work-from-home policy, which includes but is not limited to: A hardwired (Ethernet) network connection, ability to access the tools and technology provided by Papa to complete your responsibilities, and availability of a distraction-free environment during working hours.
• Experience of at least one year with Microsoft tools, Google Sheets.
• Experience with Grievances and Appeals processes in healthcare and/or Trust and Safety in a marketplace environment  is preferred.
• Knowledge in Zendesk and Looker are a plus.
• Strong written and verbal communication skills and an ability to work with people from diverse backgrounds displaying compassion, empathy and understanding.
• Self motivated, highly attentive to detail, and able to demonstrate sound judgment and critical thinking.
• Bilingual (English and Spanish) is a plus. 

Location: 

• Remote US 

Salary & Benefits:

• At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer medical, dental and vision insurances, mental health and emotional wellbeing support tools, equity packages; 401k Plan with match of up to 4%, generous gender neutral parental leaves and PTO, lunch stipends and employee events that promote work life balance and camaraderie.

Job Type: Full-time

• This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a  comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
• Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.