Cerula Care

Supervisor

• 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.

Engagement Supervisor

Manager

• Engage in an initial clinical member biopsychosocial intake including a safety screen and administering behavioral health assessments (PHQ-9, GAD-7, etc.)
• Engage in follow-up visits and asynchronous interactions, including brief interventions (e.g., behavioral activation, mindfulness, psychoeducation, etc.)
• Be the key care coordinator and act as a liaison between the referring specialist and the practice, ensuring if there is a member question or administrative question, it is answered or triaged to the appropriate team within Cerula Care
• Lead the interdisciplinary team meetings on a weekly basis with the Consulting Psychiatrist and Health Coach, ensuring all high-risk members are discussed and all new psychiatric recommendations are documented in the chart
• Communicate closely on an ongoing basis with the Cerula Care behavioral health care team (Coaches and Psychiatrist)
• Document member progress in a HIPAA-compliant electronic medical record system and client registry provided by Cerula Care
• Identify patients who are not improving and may need more intensive mental health care and report any concerns to the medical provider and the Consulting Psychiatrist
• Facilitate referrals for clinically indicated services outside of Cerula Care under the supervision of the BHCM Lead (e.g., SMI).

Engagement Supervisor

Behavioral Health Care Manager