The Onboarding Support Specialist will guide new members through the onboarding process, helping with appointment booking, insurance information, and technical issues while providing excellent customer service.
Summary Generated by Built In
About Lyra Health
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 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
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.
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.
Qualifications
A details-driven rockstar, with a ‘knock-it-out-of-the-park’ 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.
"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, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice
. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, 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) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. 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. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice
." 
