Engagement Supervisor

As the Engagement Supervisor, you’ll serve as the crucial bridge between oncology referrals and life-changing behavioral health support. You will act as the primary point of contact for member services while leading, coaching, and developing a team of Engagement Specialists responsible for onboarding and supporting prospective members during a vulnerable time in their lives.

In this role, you’ll balance hands-on member outreach with people leadership, operational oversight, and process improvement. You’ll help ensure that every referred patient experiences a compassionate, seamless introduction to Cerula Care while also helping scale and refine our engagement function in a fast-growing, seed-stage startup environment.

What you will do as Cerula Care’s Engagement Supervisor

Member & Referral Engagement

• 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

Team Leadership & Supervision

• 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

Patient Relationship Management (PRM) & Workflow Ownership

• 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

Operational & Cross-Functional Collaboration

• 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

 

What is in your background

• 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.

 

Who you are and how you work

• Deeply empathetic communicator who builds trust quickly with people facing health challenges
• Strong active listener who can assess needs while balancing emotional sensitivity and operational goals
• Emotionally intelligent leader who can support team members through challenging conversations
• Startup-minded team player comfortable wearing multiple hats and evolving processes
• Detail-oriented with strong follow-through
• Growth-oriented learner who actively seeks feedback and models continuous improvement
• Adaptable problem-solver who brings ideas forward and helps turn them into action

What you bring to this role

• Excellent verbal and written communication skills
• Ability to explain complex healthcare concepts clearly and compassionately
• Foundational understanding of behavioral health conditions and treatment approaches
• Strong time-management and prioritization skills in high-volume environments
• Professional, warm phone presence suitable for sensitive first-contact conversations
• Comfort using EHR systems, performance dashboards, PRM tools (e.g., Tellescope or similar), and internal collaboration tools

Role details

• Location: Fully remote within the United States
• Time commitment: Full-time
• Start date: Rolling basis
• Salary: $55-60K annually
• Benefits: Medical, dental, and vision insurance, 401(k) plan, generous PTO and company holidays; closed the week between Christmas and New Years.