Complex Care Specialist

Lyra Health

1d • Remote

About The Position

As a Clinical Specialist for Lyra Health's Complex Care program, you will be responsible for assessing client clinical needs for higher levels of care, providing in-the-moment phone support to clients with complex behavioral health issues, ensuring client safety, and navigating clients into high quality, evidence-based facilities and programs. This role focuses on supporting clients in connecting to care exclusively by phone and email, providing longitudinal case management support. The ideal candidate is dedicated to helping clients with the most complex and high-risk needs get the support they need to successfully access care and remain engaged in life-changing treatment. This role requires adaptability to new protocols and a curious mindset.

Requirements

• Master’s degree in clinical social work or equivalent
• LCSW or equivalent independent clinical licensure is required (e.g., LMFT, LPC, LPCC, etc.)
• Significant experience managing high-risk clinical situations (e.g., suicidality, mandated reporting), navigating health plans, and encouraging client engagement with escalating mental health needs
• Proficient in case management and with delivering specialized care for clients with diverse care needs
• Knowledge of higher levels of care and of community mental health health resources
• Self-directed clinical professional who can work independently in a remote environment and work effectively and collaboratively within a small team of dedicated clinicians
• Familiarity with Health Plan procedures, medical necessity criteria, and a passion for helping clients understand their benefits and options for care
• Must be a full time resident of the United States; work cannot be completed from outside the United States

Nice To Haves

• Bilingual, Spanish-speaking candidates strongly preferred

Responsibilities

• Independently manage a caseload of complex, multi-need clients, providing collaborative, long term case management
• Successfully facilitate ongoing engagement, supporting clients as they move through various levels of care, employing Motivational Interviewing and other strategies to support client readiness for treatment
• Skillfully manage client crises, providing brief risk and needs assessments, safety planning, and de-escalation with the goal of connecting the client to treatment
• Respond to in-the-moment callers seeking crisis support, offering brief, evidence-based coping skills
• Effectively and professionally communicate with clients and providers throughout the process of accessing care, via email, phone, and occasionally text
• Creatively troubleshoot roadblocks to offering personalized, high quality clinical care options for our clients
• Use Lyra’s proprietary matching software, as well as other methods including facility database, health plan directory, and internet searches to identify treatment options, and connect clients to the best treatment, based on each individual client’s specific needs and preferences
• Administer and monitor clients’ self-reported symptoms on PHQ-9, GAD-7, or other measures
• Develop personalized care plans with treatment options for clients
• Participate in and present cases for discussion at Multidisciplinary Team Meeting
• Proactively outreach members who may benefit from additional support and utilize Motivational Interviewing strategies to engage them in the program
• Coordinate care and communicate with Preferred Facility Network providers prior to, during, and at the end of treatment including recommendations for level of care, length of stay, treatment modality, and discharge planning
• Coordinate care and communicate with clients’ health plans and/or navigators to ensure seamless access to care (e.g. meet weekly with Navigator to discuss mutual clients and ensure accountability for engagement)
• Collaborate with billing team and Preferred Facility Network to ensure clients have authorized referral to access treatment paid via Lyra; treatment meets clinical and quality expectations; and any concerns are addressed
• Participate in on-call rotation for direct phone line to handle warm referrals from Care Navigator Team, Clinical Care Navigator, or Health Plans
• Complete screenings for Lyra’s Dialectical Behavior Therapy (DBT) program
• Provide feedback to leadership for continuous program improvement, including suggestions to improve client experience, operational efficiencies, or outcomes

Benefits

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
• Lyra for Lyrians; coaching and therapy services
• Equity in the company through discretionary restricted stock units
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid parental leave
• 401K retirement benefits
• Monthly tech allowance
• Well-being perks and activities, surprise swag, regular community celebration

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level