Lyra Health

Client Support Specialist

Job Description

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

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