Outreach & Engagement Supervisor

Colla Health

3d • Remote

About The Position

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

The supervisor leads and develops Outreach and Engagement Specialists, supports complex or sensitive patient conversations, and maintains a limited active outreach volume to model best practices. The role owns daily outreach operations and performance against company KPIs, manages the team’s day-to-day use of operational tools in partnership with the Head of Patient Access and Care Operations, and audits calls and records for quality, eligibility, billing, and compliance. The role also supports care coordination, codifies outreach practices, leads improvement projects, and contributes to staffing decisions and program evaluation.

Requirements

• 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.
• At least 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.

Nice To Haves

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

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.
• Own daily outreach operations, including prioritization, outreach cadence, voicemail triage, and timely follow-up.
• Drive enrollment and engagement performance against company KPIs, such as reach rate, intake kept rate, and time to first contact, using performance data to inform operational decisions.
• Implement and manage the day-to-day use of team tools, including CRM, telephony platform, and EHR access; manage user access, workflow setup, and team training in partnership with the Head of Patient Access and Care Operations.
• 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, 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.

Benefits

• Medical, dental, and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level