Engagement Supervisor

Role Overview

• 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

• 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

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