Client Support Specialist

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 Client Support Specialist team serves as the first point of contact for clients reaching out to connect to care, get answers to general benefit questions, or explore resources when in distress. As a Client Support Specialist, you will leverage your customer experience skills, empathetic communication, and solution-oriented service to assist clients primarily by phone and chat, with some email communication to support first-touch resolution. The Specialist will also support HR Managers and Customer Representatives coordinate support for major events and team support.

This role is integral to our larger Care Navigator Team and requires interacting in a collaborative manner with our Care Advocates, Clinical Navigators, and other internal teams. This is a high volume full contact center environment, so focus on calls and chats are required as part of the role. Additionally, given the nature of mental health support Lyra provides, the Specialist will need to be comfortable discussing sensitive topics. Lyra will provide extensive training on how to support our members and meet them where they are in their care journey. Above all, this role requires excellence in customer service and a commitment to ensuring that every individual who reaches Lyra is treated with compassion and care.

Applicants must be able to work the following shift available: Sunday - Thursday 7:00 am - 3:30 pm PST or Monday - Friday 6:00 am - 2:30 pm PST.

Responsibilities

• Conduct needs assessment and educate clients about Lyra’s services and benefit offerings primarily via phone and chat
• Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalate to ensure clients receive an appropriate level of support
• Manage end to end member support focused on connection to care, manager support services, technical support, and general benefit questions
• Demonstrate excellent communication skills, both written and verbal
• Navigate efficiently through Customer Relationship Management (CRM) tools
• Engage in feedback and frequent self-assessment of strengths and areas for growth
• Display strong time management skills and flexibility in fielding the unexpected throughout the workday
• Adapt quickly to shift changes in order to support customer SLAs
• Work well in a structured team environment

Qualifications

• Minimum of one year experience in navigating the mental health system, more specifically: case management, patient advocacy, crisis hotline, peer counseling, or other relevant experience in health care
• Exceptional communication skills, with the ability to provide information in a clear, concise manner and warm, friendly tone
• First-hand experience with Zendesk and Salesforce, or you otherwise pride yourself on your tech savvy and ability to pick up new tools/systems quickly

Preferred Skills

• Bilingual Spanish-speaking
• Remote work experience
• Prior experienced working in healthcare and/or technology-based industry
• Proven track record of working cross-functionally and collaboratively to support clients
• Passion for improving mental health care by leveraging technology with a human touch

"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."