Care Coordinator

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, 10 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 Coordinator is an experienced professional with a unique blend of interpersonal, clinical, organizational, and research skills. This role supports the Complex Care Team to work with members with high-acuity needs and often those seeking higher levels of care outside of Lyra and reports to the Complex Care Team Supervisor. The Care Coordinator will demonstrate strong interpersonal skills including meeting facilitation; 1 on 1 problem solving and support; knowing when to communicate via email, Slack, or live; and handling sensitive member information appropriately, following HIPAA and internal privacy guidelines.

• Schedule, facilitate, and document during twice weekly Multidisciplinary Team Meetings in which clinical cases are discussed, in addition to assisting with organizing other administrative meetings or training as needed, expertly navigating Google’s suite of programs (e.g. Sheets, Docs, etc)
• Discern best mode of communication (email, Slack, or live) 
• Retrieve clinical documentation and safety plans from the Lyra Care Provider Portal to inform casework and occasionally pull records from the Client Salesforce database to support Medical Records Requests
• Conduct research into treatment options for specific members, or general facility and resource gathering for a population, condition, or geography; this may include calling a health plan, retrieving care options from external health plan websites, and using Lyra’s provider Matcher tool for internal resources
• Directly interact with clients in support of longitudinal casework primarily supported by clinical team members
• Support data entry, generating and interpreting Salesforce reports, and leveraging tools like Excel and Google Spreadsheets for formulas and calculations
• Independently manage and expertly prioritize tasks and requests for clinical team members, navigating resources within and outside of Lyra, including calling health plans, navigating provider directories, searching the internet, and looking for other sources of reputable information and guides
• Coordinating with Lyra providers and/or external facilities for scheduling or other case management support; documenting efforts in Salesforce
• Regularly reviewing and updating documentation, such as templates
• Create care plans for members
• Other duties as assigned

• 3+ years of experience in patient advocacy/customer service or have completed a Bachelor’s degree in relevant field
• Minimum of two years experience in navigating the mental health system, more specifically: case management, patient advocacy, crisis hotline, peer counseling, or other relevant experience in health care
• Comfort with talking with clients on the phone; including complaints, complex mental health needs, and general care navigation
• Strong  interpersonal 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
• Demonstrate advanced understanding of technology and the ability to learn new platforms quickly; familiarity with G Suite and experience with CRM systems e.g. Salesforce strongly preferred
• Familiarity with higher levels of care (e.g., Partial Hospitalization Programs)
• Strong problem-solving skills and attention to detail
• Must work scheduled hours of Pacific Standard Time (8:30-5:00) or Eastern Time (9:30-6:00) Monday-Friday

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, your data will be processed as per Lyra Health Workforce Privacy Notice. Through this application, we will collect personal information from you including 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).  Providing this information is optional and completely voluntary.  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. For more information about how we use and retain your information, please see our Workforce Privacy Notice.