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Exceptional behavioral health care for people with an advanced illness
Engagement Supervisor
Location
United States
Posted
97 days ago
Salary
0
Job Description
Engagement Supervisor
Cerula Care
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: $55-60K annually - Benefits: Medical, dental, and vision insurance, 401(k) plan, generous PTO and company holidays; closed the week between Christmas and New Years.
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About Us At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management. Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations. Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one. Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team. Customer Success Manager As a Customer Success Manager at Resilience, you will join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. We are seeking an equally motivated, customer-centric CSM who’s passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes. Resilience is committed to helping organizations thoughtfully track, translate, and transfer their risk via our innovative Cyber Solutions offerings. This position is full-time and remote-friendly. We have offices located in New York, Chicago, Cincinnati, Baltimore, and San Francisco Responsibilities: - Proactively manage a portfolio of key accounts to drive adoption, demonstrate ROI, and help customers reduce cyber risk exposure. Ensure high-value, measurable outcomes. - Optimize and scale established Customer Success playbooks and processes (e.g., health scoring, renewal strategy, escalation management) to drive efficiency and support continued high-growth. - Act as the Voice of the Customer; synthesize feedback and collaborate directly with Product, Engineering, and Sales to drive product enhancements and optimize the overall customer journey. - Conduct rigorous, data-driven analysis on customer portfolios to prioritize opportunities and mitigate risk of churn; accurately forecast renewal and expansion opportunities. - Successfully identify and qualify opportunities for upselling/cross-selling, partnering seamlessly with the Sales team to achieve revenue expansion targets. - Nurture key customer relationships into strong advocates for Resilience, leading to new references and case studies. - Develop and deliver targeted training and enablement sessions to ensure end-user proficiency and deep platform adoption. Qualifications: - Required: 6-10 years of progressive experience in a Customer Success or Account Management role within a B2B SaaS environment. - 2+ years of professional experience in cybersecurity, cyber insurance, or risk management - Proven ability to navigate the entire customer lifecycle, ensuring successful strategic onboarding, executing high-impact Executive Business Reviews, and consistently achieving targets for Net Revenue Retention. - Exceptional emotional intelligence and a proven track record of building trust and driving high customer satisfaction and/or Net Promoter Score. - A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption. - Outstanding communication and presentation skills, with the ability to effectively articulate complex technical and business value to all levels, from technical teams to C-suite executives. - Required: Bachelor’s degree (BA/BS) or equivalent relevant practical experience. Compensation range $90,000—$130,000 USD What Resilience Offers You Innovative company culture Flexible work schedules Family paid leave Paid healthcare for employees 401k/Pension Professional development & career advancements Flexible paid time off Employee referral bonus Accommodations and Accessibility We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know. Beware of Job Scams Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at greenhouse.io , and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please let your recruiter contact know. Thank you for helping us maintain a safe and secure recruitment process.
Are you a data-driven problem solver who is passionate about making a difference in the lives of others while contributing to a fast growing start-up? Join Confidential Company and be a part of a team that creates impactful solutions for caregivers and their unique challenges. We're looking for individuals committed to raising the bar and striving for impact, scalability, and simplicity. Build your career with Confidential Company, a category-defining business dedicated to making caregiving easier. The importance of hiring a Customer Care Manager As a Customer Care Manager for Confidential Company, you will be responsible for leading engaged teams and improving operational efficiencies on our Care Team. The ideal candidate will have a customer-first mindset and lead in a goal-oriented, inspiring way by lifting others up and providing constructive feedback to help them be their best. The management team is responsible for caring deeply about the performance of our team. An ideal candidate will apply exceptional service principles to our internal team, serving and supporting them with the same care as we apply to our customers. What you'll do: - Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company - Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member - Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics - Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement - Document SOPs for new and existing processes - Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations - Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage - Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives - Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling - Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy - Assist the department director with additional tasks and responsibilities, delegated on as-needed basis KPIs: The successful candidate will own and drive performance across: - Customer Satisfaction (CSAT) – Monitor, analyze, and implement coaching strategies to improve customer feedback scores - Call/Contact Quality – Establish quality standards, conduct evaluations, and provide feedback to enhance service delivery - Agent Adherence – Track schedule compliance and identify root causes of deviations to maintain staffing levels - Average Handle Time (AHT) – Balance efficiency with quality; work with agents to optimize call resolution without sacrificing service standards - First Contact Resolution (FCR) – Reduce repeat contacts through process improvements and training - Team Productivity & Attendance – Monitor agent KPIs, coach underperformers, and recognize high performers - Operational Metrics – Track abandon rate, speed to answer, and service levels to ensure targets are met - Conversion Metrics – Track and drive sales performance indicators as defined by the department What you'll need: - 5+ years of management experience - 2+ years of managing a fully remote workforce - Experience in a DTC or e-commerce environment - High level of adaptability when it comes to shifting goals, along with a willingness to jump into issues and solve them both strategically and tactically - Adept at mentoring and coaching diverse group of people - Project management skills and a high level of proficiency with multiple forms of technology - Outstanding oral and written communication and presentation skills - Experience with contact center platforms (e.g., Gladly, Zendesk, Gorgias, or similar CRM/helpdesk tools - Familiarity with workforce management software for scheduling and forecasting - Experience working with QA platforms (e.g., QEval, MaestroQA, or similar) - Comfort working with data and building basic reports/dashboards to surface insights (Excel, Looker, etc.) - Proven ability to manage a team of 10+ agents, including hiring, performance management, and separations - Experience owning onboarding and L&D programs end-to-end, not just contributing to them Nice-to-Haves - Exposure to fraud and chargeback workflows - Experience leading teams in a remote setting - Comfort utilizing AI platforms to improve team efficiency and workflows (e.g., ChatGPT, Claude, etc.) - Experience in a high-growth or startup environment where processes are still being built What We Offer - Competitive compensation - Health, Dental, and Vision insurance - Short-term Disability and Life Insurance (100% employer-sponsored) - Long-term Disability - Supplemental Life Insurance (employee-sponsored) - 401(k) Retirement Plan - 100% Remote - Generous paid time off and 6 paid holidays - Employee discount Confidential Company is a category-defining business that is dedicated to providing the most trusted and reputable retail source for caregiving products. 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Senior Consultant - D365 F&O
JobgetherWe use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role plays a critical part in implementing D365 F&O solutions for diverse clients. You will be working closely with a team of skilled professionals to drive the successful delivery of ERP projects. Your deep expertise will help organizations streamline their supply chain and production processes. By mentoring newer consultants, you will foster growth within the team while challenging existing standards to innovate and enhance functionality. This is an exciting opportunity to make a significant impact in the field of production consulting. Accountabilities - Work as part of implementation teams ranging from 4-6 members on Enterprise ERP Projects - Implement D365 F&O configured to account for client business processes - Collaborate with functional & technical project team members to ensure successful implementation - Drive requirements, analysis, design, & testing phases of implementation for Supply Chain workflows - Consult on advanced business concepts in supply chain & warehouse management - Mentor newer consultants on implementation processes & solution design - Utilize Lifecycle Services (LCS), DevOps, & standard tools to deliver project work - Promote and advance candidates to Solution Architect or Project Manager positions Qualifications - Strong knowledge of Purchasing, Sales, & Inventory Management - Associates or Bachelor’s degree in Supply Chain Management, Operations, Accounting, or related field - 5+ years implementing ERP/Production & Warehouse Management - 2+ years experience in D365 F&O/AX implementation - 4+ full life cycle ERP implementations - Hands-on experience in the manufacturing or distribution industry - Desired expertise in Warehouse Management (WMS) & Transportation Management - Understanding of Projects and Project Accounting - Experience in Production Control - 25-50% travel may be required - Must be a US Citizen or Green Card Holder Benefits - Flexible Time Off (FTO) Policy with immediate activation - Paid holidays throughout the year - Comprehensive wellness program with rewards - Flexible work arrangements - Health, dental, vision, life insurance options - HSA employer contribution - Nine (9) paid holidays annually - Parental Bonding Leave program - 401(k) with employer contributions - CPA bonus with paid exam and study days - Tuition reimbursement - Employee referral bonus program - Client referral bonus program - Pet insurance - Community volunteer paid time off
Work From Home - Client Support Manager
AO Garcia AgencyGlobal Elite Empire Consultants is a third-party recruiter, not an insurance agency. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Are you a passionate individual seeking a fulfilling career that offers flexibility and growth opportunities? Look no further! With the option to work from home and enjoy a flexible schedule, you can balance your personal and professional life seamlessly while advancing your career. Reasons to Apply: 1. Work-Life Balance: Embrace the freedom to work from home and tailor your schedule to fit your lifestyle, ensuring you have time for what matters most to you. 2. Supportive Environment: Join a nurturing community that values work-life harmony and provides the support and flexibility you need to thrive in your career. 3. Mentorship & Growth: Access mentorship opportunities from experienced leaders who are dedicated to helping you succeed, empowering you to grow and excel in your role. Qualifications: • Dedication to delivering exceptional customer service experiences. • Strong communication and interpersonal skills. • Ability to lead and inspire teams to achieve outstanding results. • Desire to pursue professional growth and development while maintaining a healthy work-life balance. If you’re ready to embark on a fulfilling career path that offers flexibility, growth, and support, apply now! Take advantage of this opportunity to work from home, enjoy a schedule that suits your lifestyle, and receive mentorship as you advance your career in client service leadership. Don’t miss out on this chance to prioritize both your personal and professional aspirations. Apply today and take the next step towards a rewarding career! *All interviews will be conducted via Zoom video conferencing (Global Elite Empire Consultants is a third-party recruiter, not an insurance agency)
