Specialty Services Navigator

About Lyra Health Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. About the Role The Specialty Services Navigator (SSN) role encompasses a blend of casework, leading specialized initiatives, managing projects, collaborating with cross functional teams, and performing essential administrative duties. Individuals applying for this role should possess proven mastery of casework and knowledge across multiple clinical and operational areas. Responsibilities: Responsibilities Provide high-touch operational support, specialized coordination, and critical issue resolution across various customers and workflows. Manage complaint and escalations investigation and resolution end to end Identify process gaps and advocate for clients where appropriate Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and appropriately triage to ensure clients receive the right level of support Demonstrate aptitude, initiative, and capacity for taking on additional projects and responsibilities Collaborate cross-functionally with internal teams as necessary to assist with investigating and resolving issues in a prompt and professional manner and providing front-line perspectives on key issues Complete other project work or administrative tasks as assigned Signed into live Inbound phone Queue 80% of scheduled shifts Expectation to work Holidays unless requested off Available Shifts: Sun-Thu, 8am-4:30pm PT Mon-Fri, 9:30am-6pm PT Qualifications: In order to be considered for this role, applicant must: Perform above standard as a Client Support Specialist or similar role for at least 6 months Demonstrate mastery in current role, including extensive knowledge of and proficiency in all casework tools, technological platforms, and processes Display the ability to innovate and creatively solve problems in a highly collaborative manner, often taking initiative or spearheading new projects in areas of need Exhibit exceptional communication when collaborating with cross-functional teams Skillful in supporting inbound and scheduled client calls as well as managing complex client communication via email correspondence Demonstrate exceptional client support and clinical knowledge; completing work that proves to be detail oriented and thorough Represent Lyra in a professional and friendly manner Use critical thinking skills to resolve customer issues and provide feedback about the client experience Prove to be self-motivated and self-directed with the ability to balance priorities " We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law. By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice . Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form . This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected] . For more information about how we use and retain your information, please see our Workforce Privacy Notice ."