Specialty Services Navigator: Client Support & Escalations

Lyrahealth; United States; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Lyra Health is seeking a Specialty Services Navigator to deliver high-touch operational support, coordinate specialized initiatives, and manage end-to-end issue resolution for diverse clients. You will collaborate with cross-functional teams, triage safety concerns, and take on additional projects while maintaining professional client interactions.

Ideal candidates will demonstrate mastery of casework tools and processes, strong communication skills, and the ability to handle inbound and

Qualifications

• Demonstrate mastery in current role, including extensive knowledge of all casework tools, technological platforms, and processes.
• Perform above standard as a Client Support Specialist or similar role for at least 6 months.
• Display the ability to innovate and creatively solve problems in a highly collaborative manner, often taking initiative or spearheading new projects in areas of need.
• Exhibit exceptional communication when collaborating with cross-functional teams.
• Skillful in supporting inbound and scheduled client calls as well as managing complex client communication via email correspondence.
• Demonstrate exceptional client support and clinical knowledge; completing work that proves to be detail oriented and thorough.
• Represent Lyra in a professional and friendly manner.
• Use critical thinking skills to resolve customer issues and provide feedback about the client experience.
• Prove to be self-motivated and self-directed with the ability to balance priorities.

Responsibilities

• Provide high-touch operational support, specialized coordination, and critical issue resolution across various customers and workflows.
• Manage complaint and escalations investigation and resolution end to end
• Identify process gaps and advocate for clients where appropriate
• Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and appropriately triage to ensure clients receive the right level of support
• Demonstrate aptitude, initiative, and capacity for taking on additional projects and responsibilities
• Collaborate cross-functionally with internal teams as necessary to assist with investigating and resolving issues in a prompt and professional manner and providing front-line perspectives on key issues
• Complete other project work or administrative tasks as assigned
• Signed into live Inbound phone Queue 80% of scheduled shifts
• Expectation to work Holidays unless requested off

Skills

Casework mastery

Client coordination

Tools

Casework tools

Tech platforms

Job description

Lyra Health is seeking a Specialty Services Navigator to deliver high-touch operational support, coordinate specialized initiatives, and manage end-to-end issue resolution for diverse clients. You will collaborate with cross-functional teams, triage safety concerns, and take on additional projects while maintaining professional client interactions.

Ideal candidates will demonstrate mastery of casework tools and processes, strong communication skills, and the ability to handle inbound and