Client Support Specialist - job 1 of 2

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 will support clients who engage with Lyra seeking high-quality outpatient mental health care primarily via phone and chat, conducting needs assessments, answering benefit, product and technical questions. The specialist will also support HR Managers and Customer Representatives coordinate support for major events and team support. The specialist will partner cross functionally to triage clients with complex needs to our clinicians. This role will work primarily with clients and will be the first point of contact for clients reaching out to Lyra for the first time via phone, chat and email. Lyra will provide extensive training on how to support our members and meet them where they are in their care journey. 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. This is a high volume full contact center environment.Focus on calls and chats are required as part of the role.

Shift and Schedule: This is a full-time, 40-hour-per-week position. While the exact shift will be determined upon hire, the schedule will remain consistent week-to-week. Shifts will be scheduled between Sunday and Saturday and will fall within our operating hours of 5:00 AM to 8:00 PM PST.

• Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
• 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
• Engage in feedback and frequent self-assessment of strengths and areas for growth
• Work well in a structured team environment
• Demonstrate flexibility with shift changes.
• Excellent communication skills: written and verbal
• Technical: You easily navigate through Customer Relationship Management tools.

• 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 (not required) 
• Demonstrate exceptional writing skills and the ability to provide information in a clear and concise manner while conveying a warm and friendly tone
• Experience with Zendesk, Salesforce, and/or Chat tools; otherwise you pride yourself on picking up new tools/systems quickly.
• This role requires flexibility to work evenings, weekends, and holidays as part of our regular coverage schedule.

• Experience working remotely is a plus.
• You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies.
• You have a proven track record of working across multiple teams in a highly-collaborative manner to support members.
• Prior experience working in healthcare and/or a technology environment preferred.

"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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."