Client Support Intake Specialist 1- Remote, Part Time

Hawaii /
Business – Business /
Part-time
About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with leading companies, such as Starbucks, Morgan Stanley, Facebook, Uber and other Fortune 500 companies, to deliver instant access to effective, high-quality mental health care for their employees and their families. Our innovative digital care platform and elite provider network offers life-changing mental health care to more than 1.5 million people today. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $275 million from leading investors, including Addition, Adams Street, Venrock, Greylock, Glynn Capital, Tenaya Capital, IVP, Meritech, and others.

Job Description:
The Client Support Intake Specialist 1 part time remote position, will support Lyra clients by conducting needs assessments, answering benefit and technical questions, scheduling with providers, and proactively following up with clients who are in care. This specialist will collaborate and escalate clients with complex needs to our clinicians. This role will work primarily with clients and will be the first point of contact for high risk cases and individuals in distress. Lyra will provide training on how to handle these cases in a supportive environment. The specialist will need to be comfortable discussing sensitive topics. Above all, this specialist is committed to supporting each and every client that reaches out with
competency and compassion.

Role and Requirements:

    • Effectively and professionally communicate with clients via email, phone, and chat
    • Conduct needs assessment and educate clients about Lyra’s services
    • Answer benefit questions and help navigate to other benefits
    • Coordinate with providers around scheduling needs via email and phone
    • Proactively check in with clients using email
    • Adhere to standards of service operations, documentation and privacy at all times
    • Collaborate proactively and effectively across the care team
    • Commit to Lyra’s process of continuous self-improvement, Lyra’s product and service offering, and to your fellow team members
    • Assist with other projects
    • Fast-paced environment - We move quickly to evolve tools and protocols based on data so we need people who are comfortable with constant change, feedback, and improvement.
    • Dynamic roles - You’ll be expected to support clients and go beyond by contributing to protocols, providing product feedback, and thinking critically about our care model. Unlike larger companies, we are building the company from the ground up and many of our processes will continue to evolve to help better service our clients.
    • High expectations - We are a small team looking to make a huge impact so we expect dedication and positive collaboration from every team member.
    • Past experience working with patients or clients over the phone: reimbursement specialist, patient advocacy, or intake.
    • Demonstrate flexibility with shift changes. Hours of operation are from 6am-8pm. The Client Support Specialist will be willing to work all shifts from: 6am-3pm, 7am-4pm, 9am-6pm and 11am-8pm.
    • Psychology background is preferred
    • Agility: you flourish in a fast-paced, rapidly changing environment
    • Proven performance: you’ve excelled in roles with constant evolving responsibilities
    • Excellent communication skills: written and verbal
    • Thoroughness: you are detail-oriented
    • Time management: you efficiently move through a to-do list
    • Tech Savvy: you easily navigate new systems
    • Research: you quickly navigate the internet to gather information
    • Eagerness to learn: you’re excited to work in digital health within a start-up

Desired:

    • Bilingual, Spanish-speaking candidates are preferred
This is a remote position so it is required to have quiet and secure place to take client calls.

This is a Part-Time position 20 hours per week.

Note: Since our hours of operation are from 6am­ to 8pm, we are looking for a Client Support Specialist willing to work all shifts between: 6am­-10am, 10am-2pm, 2pm-6pm and ­4pm-8pm and some weekends.

While this is a remote position, we do require the Client Support Specialist to report to the office in Burlingame for meetings and trainings.

A cover letter is required as part of the application process.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.