Engagement Specialist

Cerula CareBehavioral health

Fully remote within the United States, Central time hours preferred, or willingness to work Central time hoursFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 3+ years of experience in patient services, care coordination, or member engagement within healthcare settings; 5+ years of call center or contact center experience; 2+ years experience writing patient or customer facing communications such as emails, text campaigns or fliers
Required Skills: EHR

Have 3+ years of experience in patient services, care coordination, or member engagement within healthcare settings.
Have 5+ years of call center or contact center experience.
Have 2+ years of experience writing patient- or customer-facing communications such as emails, text campaigns, or fliers.
Bring experience supporting cancer patients, behavioral health populations, or other vulnerable patient groups.
Have experience working in a startup or high-growth environment.
Be comfortable with digital platforms and interested in learning to design and maintain workflow automations.
Use EHR systems, performance dashboards, PRM tools such as Tellescope or similar, and internal collaboration tools.
Communicate verbally and in writing, and explain complex healthcare concepts clearly and compassionately.
Have a foundational understanding of behavioral health conditions and treatment approaches.
Manage time and priorities in high-volume environments, with detail orientation and strong follow-through.

Conduct warm, empathetic outreach to cancer patients referred by their oncologists.
Explain behavioral health services and the Collaborative Care Model, addressing prospective members’ questions and concerns.
Support members from their first interaction through onboarding and document interactions in the EHR.
Own day-to-day management of the Patient Relationship Management platform, currently Tellescope.
Design, configure, test, and deploy PRM workflow and automation updates for outreach, enrollment, onboarding, and early engagement.
Maintain documentation, quality assurance processes, and change management standards for PRM updates.
Manage daily outreach prioritization, onboarding coordination, and rescheduling.
Coordinate with clinical teams on handoffs and care matching, and partner with oncology practices on referral patterns and engagement strategies.
Collect and share feedback to improve outreach scripts, onboarding materials, and processes.
Develop documentation, SOPs, and playbooks to support consistent operations.

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