Care Advocate

Lyra Health

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/23/2021
  • Website: lyrahealth.com
  • Company Address: 287 Lorton Avenue, Burlingame, CA, 94010

About Lyra Health

Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.

Job Description

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, Genentech, 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 elite provider network, 2 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 $480 million.
 
The Care Advocate position is a customer service role focused on supporting clients primarily by email and occasionally by phone. The Care Advocate team will be the primary point of contact for a specific caseload of clients with complex needs seeking high-quality outpatient mental health care. A Care Advocate is to ensure that clients  across the country get connected quickly to one of our outstanding Lyra network providers. This role is part of our larger Care Team and requires interacting in a collaborative manner with our Client Support Specialists, Clinical Care Navigators, as well as other internal teams. Above all, this role requires excellence in customer service and a commitment to ensuring that both clients and providers have an outstanding experience with Lyra. 

Requirements:

    • Bachelor’s degree or equivalent; alternatively, 5+ years of experience in patient advocacy or customer service
    • Familiarity with and exposure to psychology, social work, public health or pre med coursework preferred 
    • Minimum of one year experience in navigating the mental health system: case management, patient advocacy, crisis hotline, peer counseling, or other relevant experience in health care
    • Demonstrate excellence in providing outstanding customer service over email and phone
    • Demonstrate exceptional writing skills and the ability to provide information in a clear and concise manner while conveying a warm and friendly tone
    • Exceptional clinical skills (e.g. listening, validation) even though you are not a clinician
    • Ability to learn new platforms quickly; demonstrate strong skills and understanding of technology
    • Familiarity with G Suite and experience with CRM systems e.g. Salesforce strongly preferred

Care Advocates are expected to:

    • Manage a full caseload of care-seeking clients, prioritizing to ensure time-sensitive or urgent tasks are addressed first 
    • Connect with clients over phone and email to conduct brief interviews around care needs and provide information and appropriate referrals to clients
    • Manage potential complaints by problem-solving with the client and offering creative solutions to any barriers to connecting to care
    • Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
    • Engage in feedback and frequent self-assessment of strengths and areas for growth
Letter of Interest is required
 
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
 
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.