Cerula Care · 19 hours ago
Engagement Supervisor
United States
Full-time
Remote
Senior Level
5+ years expCerula Care is a digital health company focused on providing integrated behavioral health services for cancer patients. The Engagement Supervisor will bridge oncology referrals and behavioral health support, leading a team of Engagement Specialists to ensure compassionate and effective onboarding for members.
HealthcareWellnessHealth CareMedical
Responsibilities
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
Qualification
Required
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
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
Benefits
Medical, dental, and vision insurance
401(k) plan
Generous PTO and company holidays
Closed the week between Christmas and New Years
Company
Cerula Care
Cerula Care specializes in behavioral health services for people with chronic conditions.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$5.51MKey Investors
Esplanade VenturesHealthworx Accelerator
2025-02-12Seed· $5.49M
2024-09-16Pre Seed· $0.03M
Leadership Team
Supriya Laknidhi
Co-founder and CEO
Kyle Lavin
Chief Medical Officer and Co-founder
Recent News
2025-02-13
vcnewsdaily.com
2025-02-13
Company data provided by crunchbase