Engagement Supervisor
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AI Summary
Cerula Care is the first digital health company focused on providing integrated behavioral health (BH) services to people living with cancer. Cerula Care is the only collaborative care company co-founded by a psycho-oncologist — and our impact is backed by peer-reviewed evidence, including publications in Clinical Cancer Research and ASCO.
More than 22M people living with cancer have behavioral health needs such as anxiety, depression, and distress. We integrate with oncology practices and health systems through the Collaborative Care Model (CoCM) to wrap our members with a behavioral health team, care programming, and outcomes analysis.
The Collaborative Care Model is an evidence-based clinical model that has been shown to successfully improve mild to moderate behavioral health needs more effectively than the current standard of care. With program customized to our members, we will be able to improve our members’ behavioral health above and beyond traditional CoCM models.
Why Choose Cerula Care
We understand choosing a place to work or consult is a really important decision, and we want you to know that we do not take it lightly on your behalf – we welcome all your questions as you go through the decision process! Here is what you should know about our core values as you consider applying.
- Tenacity. Building a company that transforms behavioral health care is not for the faint of heart — the problems are entrenched, the system is complex, and the stakes for our patients are real. We meet these challenges with grit and persistence, pushing through obstacles that would stop others. We treat setbacks as signals to adapt and try again, not reasons to give up, because the people who depend on us can't afford for us to.
- Outcomes Focused. We are here to change lives, not to stay busy. Every project, meeting, and decision is measured against whether it meaningfully improves outcomes — for our patients, our partners, and our business. This means saying no to things that don't move the needle and holding ourselves accountable to the metrics that matter.
- Empathy. We genuinely care about our patients' experiences, needs, and perspectives, placing them at the center of everything we do. By actively listening and seeking to understand the healthcare journey through their eyes, we create solutions that truly address their challenges. This compassionate approach extends to how we treat each other as colleagues — supporting one another enables us to better serve those who depend on our care.
- Transparency. We believe good decisions are made in the open. We share context generously, communicate honestly about what's working and what isn't, and explain the reasoning behind our choices — to our teammates, our partners, and our patients. This means admitting when we're uncertain, owning our mistakes, and giving one another the full picture needed to do great work.
- Collaboration. The best work we do is never done alone. We lift each other up, share what we know, and show up for our teammates when things get hard — because a company is only as strong as the people supporting one another inside it. When a colleague is stuck, struggling, or stretched thin, we step in, because this mutual support is what allows us to serve our patients with the care and consistency they deserve.
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.
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