Engagement Supervisor

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Cerula Care

WebsiteLinkedInAll Job Openings

1 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

Healthcare Insurance • SaaS • Wellness

Cerula Care is a company focused on providing exceptional behavioral health outcomes for people living with cancer. By partnering with oncology practices, Cerula Care integrates virtual, clinically validated behavioral health services into the existing workflow of oncologists, using the Collaborative Care Model. Their approach includes a team consisting of a Consulting Psychiatrist, Behavioral Care Manager, and Behavioral Health Coach, addressing conditions such as adjustment disorders, depression, anxiety, substance use disorder, and PTSD. Cerula Care aims to ensure holistic care for cancer patients by also focusing on emotional, behavioral, and spiritual health needs, providing convenient and cost-effective solutions through their strategic integration with oncology practices.

📋 Description

• Conduct warm, empathetic outreach to cancer patients referred by their oncologists • Explain our behavioral health services, addressing questions and concerns so prospective members clearly understand our evidence-based Collaborative Care Model • Ensure members feel supported, informed, and respected from their first interaction through onboarding • Maintain accurate, timely documentation of member interactions via EHR charting • Supervise, coach, and develop a team of Engagement Specialists through regular 1:1s, feedback, and performance coaching • Support onboarding, training, and ramp-up of new team members • Monitor individual and team performance metrics (e.g., outreach volume, conversion, responsiveness, quality standards) • Provide real-time guidance on complex or sensitive member interactions and escalation scenarios • Foster a culture of empathy, accountability, learning, and continuous improvement • Oversee and continuously optimize our Patient Relationship Management function, including day-to-day management of our PRM platform (currently Tellescope) • Serve as the internal operational owner for PRM workflows and automations across referral outreach, enrollment, onboarding, and early engagement journeys • Design, configure, test, and deploy workflow and automation updates (messaging logic, routing rules, task triggers, and journey sequencing) • Translate operational and clinical needs into scalable PRM solutions without requiring tactical product team involvement for routine workflow or automation updates • Maintain documentation, QA processes, and change management standards for PRM updates • Partner with Product on larger roadmap items, integrations, or structural platform changes while independently executing day-to-day optimization and iteration • Manage daily workflows including outreach prioritization, onboarding coordination, and rescheduling efforts • Collaborate closely with clinical teams to ensure smooth handoffs and appropriate care matching based on member needs and preferences • Partner with oncology practices to understand referral patterns and adapt engagement strategies for different patient populations • Collect, synthesize, and share member and team feedback to improve outreach scripts, onboarding materials, and processes • Contribute to documentation, SOPs, and playbooks to support scale and consistency.

🎯 Requirements

• 5+ years of experience in patient services, care coordination, or member engagement within healthcare settings • 2+ years of call center or contact center experience • 2+ years of experience in a supervisory or people-management role • Experience supporting cancer patients, behavioral health populations, or other vulnerable patient groups • Experience working in a startup or high-growth environment • 2+ years experience writing patient or customer facing communications such as emails, text campaigns or fliers • Comfort with digital platforms and interest in learning how to design & maintain workflow automations.

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) plan • Generous PTO and company holidays • Closed the week between Christmas and New Years.