Care Advocate

Remote

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Lyra Health
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About Lyra HealthLyra 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 elite provider network, 2.2 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $680 million.
The Care Advocate team will be the primary point of contact for a specific caseload of clients across the country who engage with Lyra seeking high-quality outpatient mental healthcare. This particular role is focused on ensuring that clients receive assistance navigating their care options and are quickly connected to one of our outstanding Lyra network providers. The Care Advocate will offer specialized support as many of our clients’ needs are complex and may require thinking outside of the box. 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.

Responsibilities

  • Manage a full caseload of care-seeking clients; demonstrate excellence in providing outstanding customer service over email and phone
  • Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
  • Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalate to ensure clients receive an appropriate level of support
  • Connect with clients to conduct brief interviews around care needs; provide information and appropriate referrals to clients
  • Manage potential complaints by problem-solving with the client and offering creative solutions to any barriers around connecting to care
  • Engage in feedback and frequent self-assessment of strengths and areas for growth
  • Work well in a structured team environment as well as autonomously

Requirements

  • Bachelor’s degree or 5+ years of experience in patient advocacy or customer service
  • Familiarity with psychology, social work, public health, or pre med coursework preferred 
  • 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
  • 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
  • Demonstrate strong skills and understanding of technology and the ability to learn new platforms quickly
  • Familiarity with G Suite and experience with CRM systems e.g. Salesforce strongly preferred
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
Job region(s): Worldwide/Anywhere
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