Onboarding Support Specialist
About The Position
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyraâs 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. Lyra Health is looking for an Onboarding Support Specialist to help us provide a world-class concierge experience that guides new Lyra Health members from enrollment through booking their first appointment.
Requirements
- A details-driven rockstar, with a âknock-it-out-of-the-parkâ mentality, keen on delighting members by creating a one-of-kind experience
- Exceptional customer service skills, specifically the ability to explain complex insurance or technical information in a warm, accessible way.
- Specific experience in onboarding, engagement, and customer service within a digital health or telehealth environment.
- Ability to learn and utilize new tools (like Zendesk and scheduling software) effectively and troubleshoot on behalf of less tech-savvy users.
- Ability to work independently and decisively to move a member from "signed up" to "booked."
- A genuine passion for expanding access to mental health care and improving the member experience.
Responsibilities
- Act as the primary point of contact for members at the start of their journey, providing proactive outreach to guide them through the online onboarding process until they are successfully placed in care.
- Facilitate the successful booking of the initial evaluation appointment, ensuring members are matched and scheduled with the appropriate clinical provider.
- Communicate insurance eligibility information to members, helping them understand their coverage and financial responsibility early in the process.
- Serve as the first line of defense for members experiencing tech issues during account setup, portal navigation, or digital form completion.
- Identify and address common questions or barriers to care with empathy and urgency, ensuring no member "drops off" during the enrollment phase.
- Operate within Zendesk and other internal platforms to document member interactions and investigate tiered escalation needs.
- Work closely with the clinical and billing teams to resolve complex onboarding hurdles and help create documentation for a "frictionless" entry experience.
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Competitive time off with pay policies including vacation, sick days, and company holidays
- Paid parental leave
- 401K with up to 3% matching
- Monthly tech allowance
- We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebrationâ¦and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
