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Cerula Care

Engagement Supervisor

Remote

AI overview

Serve as a bridge between oncology referrals and behavioral health support while leading a team to enhance member engagement and optimize operational processes.

About Cerula Care 

Cerula Care is the first digital health company focused on providing integrated behavioral health (BH) services to people living with cancer.  More than 22M people living with cancer have behavioral health needs such as anxiety, depression, substance use disorder, and PTSD. 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. Our care team enhances the traditional CoCM care team by adding a Health Coach (i.e., a health coach focused on holistic behavioral health), given our strong conviction in the benefit of health coaching and wellness in this population. With the right coaching 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! 

A few things to know about working at Cerula Care:

  • Our culture is very collaborative, transparent, supportive, and feedback-driven. All of us (yes all of us – including and especially our co-founders) are open to receiving and giving feedback in a helpful way to ensure we each grow and learn every day and importantly are always improving for the sake of our members and each other.
  • We have a big mission to accomplish and we want people who believe in that mission to join us. However, in joining our mission, we are not asking you to give up other parts of your life - we all have our lives outside work, and we absolutely respect each other’s needs. 

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: Discussed during interview
  • Benefits: Medical, dental, and vision insurance, 401(k) plan, generous PTO and company holidays; closed the week between Christmas and New Years.

 

Perks & Benefits Extracted with AI

  • Health Insurance: Medical, dental, and vision insurance
  • Other Benefit: 401(k) plan
  • Paid Time Off: Generous PTO and company holidays; closed the week between Christmas and New Years.
Cerula Care

Cerula Care is the first digital health company focused on providing integrated behavioral health (BH) services to people living with cancer.  More than 22M people living with cancer have behavioral health needs such as anxiety, depression, substance use disorder, and PTSD.  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.  Our care team enhances the traditional CoCM care team by adding a Health Coach (i.e., a health coach focused on holistic behavioral health), given our strong conviction in the benefit of health coaching and wellness in this population. With the right coaching 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 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! A few things to know about working at Cerula Care: Our culture is very collaborative, transparent, supportive, and feedback-driven.  All of us (yes all of us – including and especially our co-founders) are open to receiving and giving feedback in a helpful way to ensure we each grow and learn every day and importantly are always improving for the sake of our members and each other. We have a big mission to accomplish and we want people who believe in that mission to join us.  However, in joining our mission, we are not asking you to give up other parts of your life - we all have our lives outside work, and we absolutely respect each other’s needs. 

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