Client Support Specialist

Client Support Specialist

The Client Support Specialist will support clients who engage with Lyra seeking high-quality outpatient mental health care primarily via phone and chat, conducting needs assessments, answering benefit, product and technical questions. The specialist will also support HR Managers and Customer Representatives coordinate support for major events and team support. The specialist will partner cross functionally to triage clients with complex needs to our clinicians. This role will work primarily with clients and will be the first point of contact for clients reaching out to Lyra for the first time via phone, chat and email. Lyra will provide extensive training on how to support our members and meet them where they are in their care journey. The specialist will need to be comfortable discussing sensitive topics. Above all, this specialist is committed to supporting each and every client that reaches out with competency and compassion. This is a high volume full contact center environment. Focus on calls and chats are required as part of the role.

This is a full-time, 40-hour-per-week position. While the exact shift will be determined upon hire, the schedule will remain consistent week-to-week. Shifts will be scheduled between Sunday and Saturday and will fall within our operating hours of 5 : 00 AM to 8 : 00 PM PST.

Responsibilities

• Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
• Conduct needs assessment and educate clients about Lyra's services and benefit offerings primarily via phone and chat
• Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalate to ensure clients receive an appropriate level of support
• Engage in feedback and frequent self-assessment of strengths and areas for growth
• Work well in a structured team environment
• Demonstrate flexibility with shift changes.
• Excellent communication skills : written and verbal
• Technical : You easily navigate through Customer Relationship Management tools.

Qualifications

Desired Skills

$24 - $24 an hour

As a full-time Client Support Specialist, you will be employed by Lyra Health, Inc. The anticipated base rate for this full-time position is $24 / hour. The base rate is determined by role and level, and the base rate will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may also be eligible for discretionary bonuses.

The base rate is only one part of an employee's total compensation package at Lyra. We also offer generous benefits that include :

Shift(s) Available : Tuesday - Saturday 6 : 00 AM -2 : 30 PM PST

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.

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