Outreach & Engagement Supervisor

collahealth; United States; Remote; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Flexible PTO

401(k)

Fully remote work

Job summary

Colla Health seeks a Patient Access Supervisor to lead the Outreach & Engagement team connecting oncology patients with behavioral health services. You will supervise daily operations, manage technology, and coordinate with Clinical Services and partner clinics to achieve enrollment outcomes while maintaining HIPAA and TCPA compliance.

You will supervise staff, optimize workflows, and ensure high-quality patient engagement, with fully remote work options and a focus on improving patient access

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 2-5 years in patient outreach, enrollment, care coordination, or healthcare business development.
• 1+ year supervising, leading, or training a team.
• Proven track record meeting outcome-based KPIs such as enrollment or engagement goals.
• Strong communication and emotional intelligence; comfortable guiding sensitive conversations.
• Experience with CRM, telephony, and operational systems; configuring workflows and using data to manage performance.

Responsibilities

• Hire, train, and supervise Outreach and Engagement Specialists.
• Support Specialists with complex conversations and handle escalated calls.
• Foster collaborative, accountable team culture and oversee onboarding and development.
• Manage daily outreach operations, prioritization, cadence, and follow-up.
• Drive enrollment and engagement metrics using performance data.
• Implement and manage tools including CRM, telephony, and EHR access.

Skills

Team leadership

Communication

Emotional intelligence

Education

Bachelor's degree or equivalent experience

Tools

CRM

Telephony

EMR systems

Salesforce

Job description

Position Summary

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

Team Leadership & Supervision

• 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-to-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

Collaboration & Program Development

• 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

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

About Colla Health

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.