Client Support Specialist

at  Lyra Health

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.

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

• 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

The anticipated hourly rate range for this full-time Client Support Specialist position is $24.00 per hour. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may be eligible for discretionary bonuses.

Hourly rate is only one part of an employee’s total compensation package at Lyra. We also offer generous benefits that include:

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
• Lyra for Lyrians; coaching and therapy services
• Equity in the company through discretionary restricted stock units
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid parental leave
• 401K retirement benefits
• Monthly tech stipend
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, free food and snack deliveries each month, regular community celebration…and more!

We can’t wait to meet you.
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

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.
Must be able to work Sunday - Thursday 5am - 2pm PST shift

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