Operations Associate Ii, Blended Care Coaching

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

Lyra Health is looking for an Operations Associate II, Blended Care Coaching to help us scale our Blended Care Coaching business. Specifically, this role is focused on supporting coach and client care coordination. This person will be responsible for coordination of care for both our domestic and global coaches as well as within different modalities. This role will be integral to our team to ensure we are providing a high quality care experience and supporting access to coaching and our blended care program.

This person will also support in identifying and developing care coordination processes to make our program more sustainable. This role is a good fit for someone who is detail-oriented, passionate about client care, able to balance multiple priorities, and always looking for ways to iterate or improve upon critical processes. You will succeed if you are strategic, process-driven, highly organized, detail-oriented, able to align stakeholders, and willing to roll up your sleeves and get your hands dirty.

This person will report to the Coaching Program Manager and follow the protocols and processes set by the clinical team, relying on clinical best practices to perform their duties.

We are deeply invested in building a diverse operations team to best support our diverse provider team and client populations.

Responsibilities

• Contribute to creation and maintenance of internal workflows for handling sensitive data inclusive of Protective Help Information (PHI)
• Responsible for supporting domestic and global client care transitions to different levels of care, including supporting clients returning to care and maintenance of client accounts
• Manage client release of information requests in partnership with our clinical team and records department
• Coordinate with sales around coaching trials for prospective customers
• Support coaches with client schedules in preparation for leaves of absence and terminations
• Partner with Care Navigation Team and Global Team on process improvements for care referrals

Work Experience

• Bachelor’s degree or equivalent experience
• 2+ years experience in the following areas: Provider relations and/or operations in a clinic, outpatient practice or inpatient setting; Running and streamlining operational processes; Tools: Help Centers, Zendesk, Salesforce, Asana, and/or Jira
• Preferred experience with care coordination in prior health or mental health setting

Qualities for Success:

• Passion for mental health and changing the healthcare landscape
• Prior experience working in a technology or startup environment a plus
• Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust by being patient and clear when communicating with coaches
• Excellent attention to detail
• Passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based care
• Planning, problem-solving and critical thinking skills to anticipate, avert, or resolve issues in staffing, scheduling and task allocation
• Demonstrated ability to collaborate with cross-functional teams to address barriers to clients connecting to care
• Comfortable working with client data while maintaining high level of confidentiality and HIPAA best practices
• Ability to innovate and creatively solve problems in a highly collaborative manner

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, genetic information or any other category protected by law.

Pay and Benefits

The anticipated annual base salary range for this full-time position is $64,000-104,000 annually. 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.

Annual salary 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)
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid parental leave
• Equity in the company through discretionary restricted stock units
• 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!
• 401K retirement benefits
• Monthly tech stipend
• Lyra for Lyrians; coaching and therapy services

We can’t wait to meet you.