Care Advocate - After Hours
Lyra Health
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Remote
Posted on Saturday, April 27, 2024
About Lyra Health
Lyra 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 global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the Role
The After Hours Care Team is the primary point of contact for clients who engage with Lyra outside of business hours. The Care Advocate 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. Above all, this role requires excellence in customer service and a commitment to ensuring that clients have an outstanding experience with Lyra.
*THIS IS AN AFTER HOURS, WEEKEND, AND HOLIDAY POSITION. Applicants interested in being considered for this role MUST consistently be able to work one or more of the following shifts*
Tues-Sat shift from 5:30p-2am pst ( California residents) or Wed-Sat ( 4x10) 5:30p- 4:30a pst (Non-California residents)
Responsibilities:
- Demonstrate excellence in providing outstanding customer service over phone and email
- Connect with clients to conduct brief interviews around care needs; provide information and appropriate referrals to clients
- Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalate to ensure clients receive an appropriate level of support
- Manage potential complaints by problem-solving with the client and offering creative solutions to any barriers around connecting to care
- Answer general inquiries and assist with technical troubleshooting issues
- Exhibit strong time management skills and flexibility in fielding the unexpected throughout the workday
- Work well in a structured team environment as well as autonomously
Qualifications:
- 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 communication 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
Shift hours:
Tues-Sat shift from 5:30p-2am pst ( California residents)
Wed-Sat ( 4x10) 5:30p- 4:30a pst (Non-California resident)
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, your data will be processed as per Lyra Health Workforce Privacy Notice. Through this application, we will collect personal information from you including 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). Providing this information is optional and completely voluntary. 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. For more information about how we use and retain your information, please see our Workforce Privacy Notice.
This job is no longer accepting applications
See open jobs at Lyra Health.See open jobs similar to "Care Advocate - After Hours" Venrock.