About The Role

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

About the Role

The Specialty Services Navigator (SSN) role encompasses a blend of casework, leading specialized initiatives, managing projects, collaborating with cross functional teams, and performing essential administrative duties. Individuals applying for this role should possess proven mastery of casework and knowledge across multiple clinical and operational areas.

Responsibilities

Provide high-touch operational support, specialized coordination, and critical issue resolution across various customers and workflows.

Manage complaint and escalations investigation and resolution end to end

Identify process gaps and advocate for clients where appropriate

Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and appropriately triage to ensure clients receive the right level of support

Demonstrate aptitude, initiative, and capacity for taking on additional projects and responsibilities

Collaborate cross-functionally with internal teams as necessary to assist with investigating and resolving issues in a prompt and professional manner and providing front-line perspectives on key issues

Complete other project work or administrative tasks as assigned

Signed into live Inbound phone Queue 80% of scheduled shifts

Expectation to work Holidays unless requested off

Available Shifts

Sun-Thu, 8am-4:30pm PT
Mon-Fri, 9:30am-6pm PT

Qualifications

In order to be considered for this role, applicant must

Perform above standard as a Client Support Specialist or similar role for at least 6 months
Demonstrate mastery in current role, including extensive knowledge of and proficiency in all casework tools, technological platforms, and processes
Display the ability to innovate and creatively solve problems in a highly collaborative manner, often taking initiative or spearheading new projects in areas of need
Exhibit exceptional communication when collaborating with cross-functional teams
Skillful in supporting inbound and scheduled client calls as well as managing complex client communication via email correspondence
Demonstrate exceptional client support and clinical knowledge; completing work that proves to be detail oriented and thorough
Represent Lyra in a professional and friendly manner
Use critical thinking skills to resolve customer issues and provide feedback about the client experience
Prove to be self-motivated and self-directed with the ability to balance priorities