Outreach & Engagement Supervisor
Colla Health · Remote
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.