Complex Care Specialist

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 As a Clinical Specialist for our Complex Care program, you’ll be doing the important, meaningful work of 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 position does not involve providing in-person services or therapy, but instead focuses on supporting clients in connecting to care, exclusively by phone and email, providing longitudinal case management support. This role may be a good fit if you are 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. If you are curious, open to feedback, and adapt quickly to new protocols, we encourage you to apply! You must be able to work the following shift: Monday - Friday: 9:00am - 5:30pm PT 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