Care Advocate

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 industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role 

The Care Advocate team will be the primary point of contact for a specific caseload of clients across the country who engage with Lyra seeking high-quality outpatient mental healthcare. This particular role is focused on ensuring that clients receive assistance navigating their care options and are quickly connected to one of our outstanding Lyra network providers.

The Care Advocate will offer specialized support as many of our clients’ needs are complex and may require thinking outside of the box. Above all, this role requires excellence in customer service and a commitment to ensuring that both clients and providers have an outstanding experience with Lyra.

• Connect with clients over the phone to conduct brief interviews around care needs while providing information, psychoeducation, and appropriate referrals to clients
• Proactively circumvent complaints by problem-solving with the client and offering creative solutions to any barriers related to connecting to care
• Demonstrate a balance between efficiency and quality, meeting metric targets which include average handle time and quality assurance scores
• Prioritize client safety and wellbeing, recognizing potential safety concerns and ensuring clients receive an appropriate level of support
• Work well in a structured team environment as well as autonomously
• Adapt to a fast-paced team with constant change; able to quickly learn and apply new ways of working i.e., workflows, processes, and tools
• Must be able to work Friday-Monday (4 days, 10 hrs per day)

• Minimum of 6 months at Lyra Health in a related role (Client Support Specialist, After Hours, Billing Specialist, Patient Care Coordinator, etc)
• Excels in current role, demonstrating mastery in customer service skills, documentation, and other role responsibilities
• Comfort with talking with clients on the phone; including complaints, complex mental health needs, and general care navigation
• Demonstrate advanced understanding of technology and technical terminology; comfort with supporting clients around technical troubleshooting
• Strong clinical skills (e.g. listening, validation) even though you are not a clinician
• Demonstrate exceptional verbal and written communication; the ability to provide information in a clear and concise manner while conveying a warm tone

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."