Papa is expanding its relationship with eternalHealth, with the Boston-based insurer signing on for three core services from its Papa Plus platform.
As part of the expansion, eternalHealth will offer Papa's tools for post-discharge support, care gap closure and fall risk prevention to its Medicare Advantage members in Massachusetts and Arizona. Through these programs, Papa's Pals provide critical supports for patients in challenging moments.
For example, after a discharge from the hospital, a Pal can provide transportation to follow-up appointments, pick up key medications or help prepare the patient's home for their return. Pals can also help members find and schedule appointments for preventive services and tests, then can help them get to those visits, closing key care gaps.
As for preventing falls, Papa's Pals can spot risks—such as rugs or clutter—that could lead to a fall. That information is then passed to the plan for follow-up, per the announcement, which was provided first to Fierce Healthcare.
Papa and eternalHealth have been partners since 2023, and its members have consistently rated the program highly. Pals have played a key role in addressing isolation and helping members get to the appointments they need.
Andrew Parker, CEO and founder of Papa, told Fierce that the slate of services offered through Papa Plus evolved organically—as members became more comfortable in their relationship with a Pal, they would ask for help with telehealth visits or trips to the doctor.
But these services cannot be forced upon the member, Parker said. They may be confused as to why Papa is asking them about these programs, and will have concerns about how it could impact their independence or their medical benefits.
"What we found is really when the members want it, it works better," he said.
Papa has rolled out training to support its Pals in answering these concerns, with that effort extending to its call centers, too. The options are also available in the company's app, making it easy for Pals to talk the member through scheduling an appointment and ensuring that the Pal is scheduled to take them to the visit.
Parker offered an example of this in practice. In a recent scenario, a member was set to be discharged from the hospital. With the Pal there alongside the hospital's discharge planner, the Pal was able to schedule a follow-up appointment for the patient before they even left the hospital.
"So we find that maybe they say no at first, we bring it up again, and then they get more comfortable because the Pal's educating and coaching them," Parker said.
He added that Papa is also seeing positive feedback about Plus from its Pals, too. Parker said while Pals were often college students in the early days of the company, those demographics have shifted, and many are now older women who have caregiving experience.
As for eternalHealth, the insurer has grown significantly alongside its partnership with Papa. Membership increased by 170% between 2025 and 2026, and there have been more than 5,000 visits through the Plus program to date.
Parker said that eternalHealth is one of the early adopters of Papa, and as such makes for a great partner in iterating and developing new solutions.
"The strength of this partnership is built on results, trust, and a shared belief that human connection plays an important role in health and well-being," said Pooja Ika, the founder and CEO of eternalHealth, in the announcement. "Expanding our work with Papa allows us to meet more of our members’ needs while continuing to strengthen the experience and outcomes we strive to deliver every day."