Engagement Supervisor

Cerula Care

Engagement Supervisor at Cerula Care bridging oncology referrals with behavioral health support. Leading a team while ensuring compassionate experiences for referred cancer patients.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Care CoordinationPatient EngagementPerformance Metrics MonitoringDocumentation ManagementCommunication Writing

Soft Skills

EmpathyCoachingCollaborationContinuous ImprovementAccountability