Lyra Health

Client Services Representative

• Management of own portfolio of large corporate clients including programme launches, contract negotiations and ongoing strategic programme management
• Ensuring excellent customer service and outstanding customer experience
• Effective liaison and consultation with various LYRA departments in the delivery of diversified services to portfolio of clients
• Excellent customer feedback (complaints) management
• Effective identification and mitigation of risk using effective relationship management and strategic interventions to convert risk to opportunities where possible
• Expanding existing client portfolio by identifying and initiating commercial opportunities for adding business units, headcounts and/or additional diversified services, including Performance Learning
• Effective and accurate maintenance of client information on relevant LYRA systems
• Effective collaboration with LYRA Finance teams to ensure timeous invoicing and assistance with tracking of debtors
• Effective client budget management
• Effective renewal and annual increase negotiations

Client Services Consultant

Manager

• Building web development strategy and functional for international and local customers, including onboarding web development and engineering teams.
• Coordinating with regional teams to ensure local sites are culturally relevant and reflect the markets of the in-country teams.
• Managing site speed, mobile responsiveness, XML sitemaps, and crawl errors to ensure the site ranks high on search engines.
• Conducting keyword research and working with content teams to ensure the website is optimized for competitive search terms.
• Ensuring that every local instance of the site adheres to the core brand guidelines and messaging.
• Managing the architecture that connects the International site to local subsidiaries, ensuring updates sync across the entire ecosystem.
• Analyzing how users navigate the site and removing "friction points" that cause potential leads to drop off.
• Serving as the "Super Admin" for the WordPress CMS, managing user permissions and plugin/theme updates.
• Acting as the gatekeeper for all new site content to ensure it is formatted correctly, tagged for SEO, and tracking-enabled.
• Proactively identifying broken links, 404 errors, and display issues across different browsers and devices.
• Creating monthly dashboards for leadership that track traffic, lead sources, and "assisted conversions" (how the web influenced sales).
• Ensuring the website "talks" correctly to the CRM (e.g., HubSpot, Salesforce) so that no leads are lost in the transfer.
• Working with Lyra Tech and Compliance to ensure SSL certificates are active and the site is protected against DDoS attacks or hacking.
• Ensuring all sites remain compliant with evolving global laws such as GDPR, CCPA, and Cookie Consent regulations.
• Maintaining WCAG compliance so the site is usable for people with disabilities, reducing legal liability.

Global Web Manager

Operations

• Lead Customer-Facing Operations: Take ownership of operational responsibilities for Lyra's US customers, including our portfolio of customer specific programs (e.g. Onsite Program). You'll serve as a primary point of contact for customer-facing operational needs, including managing inquiries, ensuring seamless program delivery, and fostering strong client relationships.
• Own and Partner on Provider Recruitment Processes: Drive program growth by partnering with the internal talent acquisition/recruitment teams to scale provider networks for specialized customer accounts. You will lead and coordinate the customer-facing portion of the provider pipeline, including executing customer onboarding requirements, interviewing/meeting with providers once initial recruitment screening is complete, and managing the scheduling and meetings between vetted providers and customers.
• Enable Scalable Customer Management: Develop, implement, and refine scalable operational processes and best practices to efficiently handle increasing volume and complexity across our customer accounts. Focus on proactive problem-solving and effectively addressing escalations as the program expands.
• Drive Operational Excellence Initiatives: Lead medium-to-large-scale operational initiatives to improve overall program efficiency and profitability. This includes enhancing provider utilization within these customer specific programs, increasing customer satisfaction, and implementing Onsite best practices across your managed accounts.
• Operate with Autonomy and Strategic Insight: Actively take independent initiative to address key operational or team challenges. Proactively identify operational risks and advocate for the most effective solutions, driving their implementation. Manage multiple operational projects or a complex operational project with some support, balancing strong attention to detail with broader strategic and business goals, including leveraging emerging technologies like AI for process optimization and predictive insights, to identify clear pathways forward and support aggressive deadlines.
• Mitigate Complex Challenges: Proactively identify and address potential operational roadblocks and complex challenges within your customer accounts, working cross-functionally to devise and implement effective solutions.
• Facilitate Cross-Functional Partnership: Collaborate extensively with internal teams such as Customer Success, Clinical Operations, Engineering, Product, and GTM to effectively resolve customer-related issues and optimize program performance. Partner closely with cross-functional teams to address and resolve program risks and challenges, setting up the structure and cadence for medium to large cross-functional teams, creating materials, and facilitating meetings with minimal support from Sr. Global Onsite Manager and other senior team members.
• Contribute to Program Growth and Culture: Actively participate in discussions and initiatives that contribute to the overall growth, standardization, and success of Lyra's customer specific programs globally. Invest in team culture and "ways of working," proactively identifying opportunities to improve team culture and provide thoughtful feedback to fellow team members, actively contributing to shaping team culture and working dynamics.

Operations Lead, Adult Outpatient Services

General

• Independently manage a caseload of complex, multi-need clients, providing collaborative, long term case management
• Successfully facilitate ongoing engagement, supporting clients as they move through various levels of care, employing Motivational Interviewing and other strategies to support client readiness for treatment
• Skillfully manage client crises, providing brief risk and needs assessments, safety planning, and de-escalation with the goal of connecting the client to treatment
• Respond to in-the-moment callers seeking crisis support, offering brief, evidence-based coping skills
• Effectively and professionally communicate with clients and providers throughout the process of accessing care, via email, phone, and occasionally text
• Creatively troubleshoot roadblocks to offering personalized, high quality clinical care options for our clients
• Use Lyra’s proprietary matching software, as well as other methods including facility database, health plan directory, and internet searches to identify treatment options, and connect clients to the best treatment, based on each individual client’s specific needs and preferences
• Administer and monitor clients’ self-reported symptoms on PHQ-9, GAD-7, or other measures
• Develop personalized care plans with treatment options for clients
• Participate in and present cases for discussion at Multidisciplinary Team Meeting
• Proactively outreach members who may benefit from additional support and utilize Motivational Interviewing strategies to engage them in the program
• Coordinate care and communicate with Preferred Facility Network providers prior to, during, and at the end of treatment including recommendations for level of care, length of stay, treatment modality, and discharge planning
• Coordinate care and communicate with clients’ health plans and/or navigators to ensure seamless access to care (e.g. meet weekly with Navigator to discuss mutual clients and ensure accountability for engagement)
• Collaborate with billing team and Preferred Facility Network to ensure clients have authorized referral to access treatment paid via Lyra; treatment meets clinical and quality expectations; and any concerns are addressed
• Participate in on-call rotation for direct phone line to handle warm referrals from Care Navigator Team, Clinical Care Navigator, or Health Plans
• Complete screenings for Lyra’s Dialectical Behavior Therapy (DBT) program
• Provide feedback to leadership for continuous program improvement, including suggestions to improve client experience, operational efficiencies, or outcomes

Complex Care Specialist

Physician Assistant

• Practice comprehensive mental health medication management via a 60-minute intake appointment and regular follow-up appointments
• Conduct mental health risk assessments, psychiatric medication evaluations, and longitudinal medication treatment
• Construct patient-centered treatment plans, document treatment recommendations, message patients, and prescribe and manage psychiatric medications
• Experience and commitment to providing safe, evidence-based medication treatment that follows clinical best practice guidelines (e.g., measurement based care, patient-centered care, paying close attention, medication minimizing risks, and maximizing benefits)

Prescribing Nurse Practitioner – 1099 Contractor

Nurse Practitioner, Prescribing

Prescribing Nurse Practitioner, Physician Assistant

Care Navigator

• Managing crises and providing in-the-moment telephone support to clients with complex behavioral health issues
• Ensuring client safety and connecting clients to high-quality, evidence-based providers and facilities
• Supporting clients in connecting to care, exclusively by phone and email
• Adopting new technology platforms and having a growth mindset
• Working Sunday - Thursday: 12am-8:30am PT (1am-9:30am MT / 2am-10:30am CT / 3am-11:30am ET)

Clinical Care Navigator, After Hours

Therapist

• Lyra’s provider network is composed of in-person and virtual therapists, physicians, and coaches across the US
• With our supportive provider platform, and opportunities for training and clinical consultation, being part of our network is an incredible chance to do what you love (like client care) with support for the things you don’t love (like self promotion and scheduling)
• We are looking for contract licensed telehealth therapists who are passionate about whole-person, whole family mental health care to join our clinical team
• This opportunity is a great fit if you’re an independently licensed clinical therapist with experience providing culturally responsive, evidence-based therapy for children, teens, and their families
• This opportunity is ideal for providers seeking well-matched and motivated pediatric clients
• Providers who are excited to pilot innovative care protocols and techniques, grounded in evidence-based practice; and participate in training on our proprietary curriculum and collaborative care model are encouraged to apply

Mental Health Therapist – Pediatric Experience

Bilingual

• As a Care Navigator, you’ll be doing the important, meaningful work of managing crises, providing in-the-moment telephone support to clients with complex behavioral health issues, ensuring client safety, and connecting clients to high-quality, evidence-based providers and facilities.
• This position does not involve providing in-person services or therapy but instead focuses on supporting clients in connecting to care, exclusively by phone and email.
• This role may be for you if you are an excellent written and verbal communicator, an ace at time management, skilled with crisis management, and passionate about connecting individuals to excellent care.
• It’s important that you’re comfortable adopting new technology platforms and have a growth mindset. We’re all here for the same goal: to improve access to the highest quality mental health care for our clients–when they need it most.
• You must be able to work the following shift(s): Tuesday/Wednesday, Friday/Saturday: 5:30 PM – 2:00 AM PST (6:30 PM – 3:00 AM MST / 7:30 PM – 4:00 AM CST / 8:30 PM – 5:00 AM EST)

Clinical Care Navigator – Bilingual Spanish Speaking

Social Media Manager

• Draft, compile, and coordinate content for our monthly commercial newsletter.
• Provide ad-hoc assistance to the sales and account management teams by helping create and polish customer-facing presentations.
• Manage the daily posting schedules and basic content translation for Lyra’s localized European professional profiles.
• Set up, launch, and monitor paid and organic lead-generation campaigns on LinkedIn.
• Serve as the main internal point of contact for our external SEO agency.

Marketing & Social Media Executive

Consultant

• To provide the first point of contact for employees accessing Lyra Israel
• To provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical and Operations Manager
• To accurately capture all information on the database pertinent to the clinical management of the case
• To adhere to all clinical protocols, standards, and procedures as laid out by the Clinical and Operations Manager
• To adhere to the operational standards as set out by Clinical and Operations Manager

Clinical Consultant

Affiliate Manager

• Participate in training related to Lyra’s evidence-based mental health coaching model.
• Support clients around their emotional and mental health by practicing empathy, holding a warm, safe space, exploring difficult emotions, focusing on coaching the person rather than trying to solve or fix the problem, and offering research-backed skills and practices
• Share assessments with your clients between sessions to enhance learning, monitor client improvement, and ensure clients are receiving the right form of care.
• Engage in ongoing clinical consultation with Lyra’s expert clinical team who will help you ensure clients are in the right form of care
• Maintain adherence to Lyra’s coaching model and quality standards

Affiliate Coach, Mental Health

Account Manager

• serás responsable de la gestión integral de cuentas corporativas que utilizan el Programa de Asistencia al Empleado (PAE) y las soluciones de bienestar de la organización.
• Actuarás como enlace principal entre los clientes, los equipos internos y los proveedores de servicios, asegurando la correcta implementación, seguimiento y evolución del programa dentro de cada organización cliente.
• La posición combina gestión estratégica de cuentas, coordinación operativa de actividades de bienestar, análisis de uso del programa y soporte en intervenciones de crisis.
• Es responsable de identificar oportunidades de mejora en la adopción del programa, promover su uso dentro de las organizaciones cliente y garantizar altos niveles de satisfacción y renovación de contratos.

Client Services Consultant

Global Web Manager

Operations Lead, Adult Outpatient Services

Complex Care Specialist

Prescribing Nurse Practitioner – 1099 Contractor

Nurse Practitioner, Prescribing

Prescribing Nurse Practitioner, Physician Assistant

Prescribing Nurse Practitioner, Physician Assistant

Clinical Care Navigator, After Hours

Mental Health Therapist – Pediatric Experience

Clinical Care Navigator – Bilingual Spanish Speaking

Marketing & Social Media Executive

Clinical Consultant

Affiliate Coach, Mental Health

Junior Account Manager