Head of Member Engagement
Offer summary
Qualifications:
Bachelor's degree required; Master's degree in relevant field preferred., 3+ years of work experience, including at least 2 years at a consultancy., Demonstrated success in customer experience or patient-facing roles., Proven ability to use data analytics to drive engagement strategies..Key responsabilities:
- Lead member engagement strategy for behavioral health and care navigation services targeted to cancer patients.
- Develop and implement onboarding processes that maximize activation and retention.
- Analyze engagement metrics to identify trends and opportunities for program improvement.
- Collaborate with clinical teams to design and implement enhanced member engagement strategies.
Job description
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.
About the role
The Head of Member Engagement will play a pivotal role in delivering exceptional behavioral health support for Cerula Care’s membership. This leader will design and execute engagement strategies that foster trust, drive adoption, and ensure meaningful connections throughout the patient journey. The ideal candidate will combine strategic vision with operational excellence to drive member satisfaction, retention, and health outcomes. This position will oversee the development of personalized engagement strategies, establish meaningful metrics for success, and continuously iterate on our approach based on member feedback and data insights. This role requires both analytical rigor and deep empathy, as you'll be responsible for translating our mission into meaningful experiences that support people through their care journeys.
Key Traits
- Analytical decision-making skills with proven ability to translate data into actionable engagement strategies
- Strong project management capabilities with experience driving cross-functional initiatives
- Proven process optimization abilities to improve operational efficiency and member experience
- Advanced problem-solving abilities to identify and resolve complex engagement challenges
- Exceptional interpersonal skills with an ability to build trust with vulnerable populations
- Deep empathy and understanding of the unique challenges faced by cancer patients
- Excellent verbal and written communication across various stakeholders
- Adaptability and resilience in a fast-paced startup environment
Key Responsibilities
- Lead member engagement strategy for behavioral health and care navigation services targeted to cancer patients
- Develop and implement onboarding processes that maximize activation and retention
- Develop and implement strategies that maximize member engagement in care (within a month and over many months)
- Analyze engagement metrics to identify trends and opportunities for program improvement
- Collaborate with clinical teams to design and implement enhanced member engagement strategies
- Establish key performance indicators for member engagement, satisfaction, and business indicators
- Develop and track key engagement and health outcome metrics that measure the impact of behavioral health services on cancer patients’ emotional well-being, treatment adherence, and quality of life
- Partner with product team to translate member feedback into feature enhancements
- Serve as the voice of the member in cross-functional meetings and strategic planning sessions
Qualifications
- 3+ years of work experience, including at least 2 years at a consultancy
- Demonstrated success in customer experience or patient-facing roles
- Proven ability to use data analytics to drive engagement strategies
- Bachelor's degree required; Master's degree in relevant field preferred
- Digital health experience preferred but not required
- Familiarity with healthcare compliance requirements a plus
- Experience with CRM platforms and engagement tools
Location:
- 100% virtual
Other details:
- Part-time (starting at 10 hours a week with potential to increase to 20 hours or starting with 10 hours and ability to work FT for a summer internship)
- Start date: May 2025
Required profile
Experience
Other Skills
- Problem Solving
- Engagement Skills
- Social Skills
- Adaptability
- Communication
- Resilience
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