Engagement Supervisor

About Cerula Care

Cerula Care is a pioneering digital health company specializing in integrated behavioral health services for individuals dealing with cancer. Our unique approach, co-founded by a psycho-oncologist and validated through peer-reviewed publications such as Clinical Cancer Research and ASCO, serves over 22 million cancer patients experiencing behavioral health challenges including anxiety, depression, and distress. We partner with oncology practices and health systems using the evidence-based Collaborative Care Model (CoCM) to deliver comprehensive behavioral health care teams, tailored care programs, and outcome monitoring.

Core Values

• Tenacity: We persistently address systemic healthcare challenges with grit and adaptiveness, committed to our patients' well-being despite obstacles.
• Outcomes Focused: Our work prioritizes meaningful impact over busyness, holding ourselves accountable to metrics that improve patient and partner outcomes.
• Empathy: Patient experiences guide our solutions and interpersonal relations, fostering compassionate support throughout the care journey.
• Transparency: Open communication and honesty define our decision-making; we embrace vulnerability and share context candidly.
• Collaboration: Mutual support and shared knowledge empower our team to deliver consistent, high-quality care.

Role Overview

The Engagement Supervisor acts as the key liaison between oncology referrals and behavioral health services, leading a team of Engagement Specialists who onboard and support new members during sensitive life moments. This role combines direct patient outreach, leadership, operational management, and process enhancement to ensure each patient receives compassionate, informed, and seamless support through their initial interactions with Cerula Care.

Key Responsibilities

• Perform empathetic outreach to referred cancer patients, clearly explaining behavioral health services and the Collaborative Care Model.
• Ensure patients are consistently supported, informed, and respected from contact through onboarding, with thorough documentation in the EHR.
• Lead, coach, and develop Engagement Specialists through regular one-on-one meetings, performance feedback, and training new hires.
• Monitor and analyze team metrics including outreach volume, conversion rates, responsiveness, and quality.
• Provide guidance on complex member interactions and manage escalation processes.
• Promote a team culture based on empathy, accountability, learning, and continuous improvement.
• Manage and improve the Patient Relationship Management system (currently Tellescope), including workflow design, automation, testing, deployment, and maintenance without reliance on product teams for routine updates.
• Collaborate cross-functionally with clinical teams and oncology partners to ensure fluid patient handoffs and adapt engagement strategies tailored to patient populations.
• Collect and integrate member and team feedback to refine outreach materials, onboarding content, and internal processes.
• Develop and maintain documentation, standard operating procedures, and playbooks supporting operational consistency and scaling.

Candidate Profile

• Minimum five years’ experience in patient services, care coordination, or member engagement within healthcare.
• At least two years in call center/contact center environments and two years in supervisory roles.
• Experience working with cancer patients, behavioral health populations, or similarly vulnerable groups.
• Familiarity with startup or fast-growing organizational settings.
• Proficiency in creating patient or customer-facing communications including emails, text campaigns, or flyers.
• Comfort and interest in digital platform management and workflow automation configuration.
• Exceptional verbal and written communication skills, with the ability to convey complex healthcare concepts tactfully and clearly.
• Understanding of behavioral health conditions and therapeutic approaches.
• Strong organizational and prioritization abilities in high-demand contexts.
• Professional, empathetic telephone manner.
• Experience using EHR systems, performance dashboards, PRM solutions (like Tellescope), and collaboration tools.

Personal Attributes

• Highly empathetic with the ability to establish trust quickly with patients encountering health challenges.
• Active listener skilled at balancing emotional sensitivity and operational requirements.
• Emotionally intelligent leader who supports teams through difficult discussions.
• Adaptable, startup-oriented team player who is comfortable managing multiple responsibilities and evolving processes.
• Detail-conscious with strong follow-through capabilities.
• Committed learner who embraces feedback and pursues continual improvement.
• Creative problem solver who proactively contributes ideas and helps implement them.

Employment Details

• Position is fully remote within the United States.
• Full-time commitment with rolling start dates.
• Annual salary range between $55,000 and $60,000.
• Benefits include medical, dental, and vision insurance, a 401(k) plan, ample paid time off, company holidays, and office closure between Christmas and New Year’s.