Outreach & Engagement Supervisor

Colla Health, Inc.; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible PTO

401(k)

Access to mentorship from clinicians

Fully remote work

Job summary

Colla Health, Inc. is seeking a Patient Access Supervisor to lead the Outreach & Engagement team that connects oncology patients with behavioral health services.

You will supervise daily operations, ensure high-quality patient engagement, and coordinate with Clinical Services and partner clinics to drive enrollment and compliance. This remote role emphasizes coaching, onboarding, and continuous improvement of outreach playbooks, with responsibilities for using CRM and telephony tools to optimize

Qualifications

• Bachelor's degree in healthcare administration, business, social science, or related field, or equivalent experience.
• 2-5 years of experience in patient outreach, patient access, enrollment, care coordination, or healthcare business development.
• 1+ year of experience supervising, leading, or training a team.
• Demonstrated track record of meeting outcome-based KPIs such as enrollment, conversion, or engagement goals.
• Strong communication skills, high emotional intelligence, and comfort guiding sensitive patient conversations.
• Working proficiency with CRM, telephony, and other operational systems with data-driven performance management.

Responsibilities

• Hire, train, and supervise Outreach and Engagement Specialists with ongoing feedback.
• Support Specialists with complex patient conversations and handle escalated calls.
• Foster a collaborative team culture and oversee onboarding and professional development.
• Maintain outreach volume and model best practices in conversations and documentation.
• Own daily outreach operations and drive enrollment against KPIs using performance data.
• Implement and manage CRM, telephony, and EHR access in partnership with leadership.

Skills

Team supervision

Coaching & feedback

CRM proficiency

Communication

Data-driven decisions

Education

Bachelor's degree in healthcare administration, business, social science, or related field

Tools

Salesforce

EMRs

Spreadsheets

Job description

The Patient Access Supervisor provides leadership and operational oversight for the Outreach & Engagement team, who connect oncology patients with Colla Health's behavioral health services. This role supervises day-to-day operations, ensures high-quality patient engagement, implements the team's technology, and coordinates closely with Clinical Services, Partner Success, and partner oncology clinics to drive enrollment outcomes in alignment with organizational and regulatory standards.

Key Responsibilities

• Hire, train, and supervise Outreach and Engagement Specialists, providing ongoing performance feedback, call reviews, and coaching
• Support Specialists with complex or sensitive patient conversations and handle escalated calls
• Foster a collaborative, accountable team culture, and oversee onboarding and professional development of new hires
• Maintain a limited, active outreach volume to model best practices in patient conversations and documentation standards

Outreach Operations & Technology

• Own daily outreach operations, including prioritization, outreach cadence, voicemail triage, and timely follow-up
• Drive enrollment and engagement performance against company KPIs (e.g., reach rate, intake kept rate, time to first contact), using performance data to make informed operational decisions
• Implement and manage day-day use of the team's tools (CRM, telephony platform, EHR access), including user access, workflow setup, and team training, in partnership with the Head of Patient Access and Care Operations, who owns technology strategy and platform decisions.

Quality & Compliance

• Audit calls and documentation to ensure quality and accurate records of patient outreach, and to support eligibility verification and billing requirements
• Ensure compliance with organizational policies, HIPAA, and TCPA and consent requirements
• Serve as the liaison between Outreach & Engagement, Clinical Services, Partner Success, and partner oncology clinics to support care coordination
• Codify outreach playbooks and best practices, and lead continuous improvement and special projects
• Provide input on staffing and resource allocation, and participate in data collection and program evaluation to demonstrate program impact

Qualifications

Required

• Bachelor's degree in healthcare administration, business, social science, or a related field, or equivalent experience
• 2-5 years of experience in patient outreach, patient access, enrollment, care coordination, or healthcare business development
• 1+ year of experience supervising, leading, or training a team
• Demonstrated track record of meeting outcome-based KPIs such as enrollment, conversion, or engagement goals
• Strong communication skills, high emotional intelligence, and comfort guiding sensitive patient conversations
• Working proficiency with CRM, telephony, and other operational systems (e.g., Salesforce, spreadsheets, EMRs), including configuring workflows and using data to manage team performance.

Preferred

• Experience in oncology, behavioral health, or chronic disease settings
• Familiarity with the Collaborative Care Model, eligibility verification, and healthcare compliance ("Ex: HIPAA, TCPA")
• Experience working with underserved populations and a passion for expanding access to behavioral health services

What We'll Offer

• Flexible PTO
• 401(k)
• Access to and mentorship from leading clinicians and experts in psycho-oncology and integrated behavioral health
• Fully remote work

We help people with cancer improve their quality of life by providing behavioral healthcare to the 17 million cancer patients in the US as an extension of their medical treatment.

One out of every three cancer patients has a diagnosed mental health condition but only 25% of them receive treatment for their mental health challenges, exacerbating quality of life, worsening health outcomes, and increasing their total cost of care to the system. We are on a mission to provide relevant, accessible behavioral health at the point of care that is embedded within a patient's oncology practice. We are backed by a premier venture capital firm and are building a world-class team of clinicians, technologists, and healthcare operations builders passionate about helping cancer patients improve their quality of life.

We have built a behavioral health services and technology company to support patients' mental health alongside their physical health treatment plans. Our first offering deploys virtual mental health services using Collaborative Care, an evidence-based behavioral health care model. We will scale this virtual care model using technology, and build the foundations to drive outcomes focused on value-based care.