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.
The Lyra Care Navigation team is looking for a high-energy, self-motivated, results-driven Quality Assurance Specialist. This position plays a significant role in the Member Experience by providing insights and data related to agent performance and the member experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omni-channel conversations and/or case work, update Confluence (knowledge base) articles, recommend continuing education, partner with training and support the Care Navigation Team as needed
What you will do:
Audit calls and cases based on the frequency established by our metrics. Evaluate performance and ensure policies, positioning, and all standard operating procedures are followed
Review casework to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed
Share trend analysis & any QA concerns; develop initiatives to support reducing the frequency of these concerns
Conduct routine audits and report trends/ improvement opportunities to all stakeholders
Partner with the Leadership, Operations, and Training teams to recommend continuing education for Care Navigation teams
Create, manage, and maintain dashboards and trackers to provide visibility of performance and call/case drivers to the organization, aiding in process improvement
Own the creation and editing of policy and procedure articles, assist in ensuring education materials for our teams are appropriate and current
Participate in long-term planning and scoping of the QA initiative.
Support the Care Navigation team as needed
What you will bring:
Master’s degree in clinical social work or equivalent; LCSW or equivalent independent clinical licensure is required (e.g. LMFT, LPC, LPCC, etc)
Demonstrated proficiency in Excel and Google Sheets
Strong attention to detail
Effective time management, ability to handle high-volume daily workload efficiently
Strong analytical skills – ability to work with data and develop insights
Strong communication, interpersonal, and presentation Skills
Empathic communicator with a consultative approach, able to see things from another individual’s point of view
Clinical knowledge (in assessment and safety planning) and 2 years of experience with high risk clients.
Understanding of organizational policies and procedures
Nice to have:
2+ years experience as a Quality Assurance Specialist or experience document process and procedure, evaluating and scoring member calls
Experience in Quality Management Software, Confluence, Google Suite (Drive, Sheets, Presentations, Lucid Charts) strongly preferred
Familiarity with NCQA accreditation
Pay and Benefits
The anticipated annual base rate for this full-time position is $85,000. 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.
At Lyra, base salary is only one aspect of an employee’s total compensation package, which additionally may include discretionary restricted stock unit awards, comprehensive medical and dental coverage, and retirement benefits. This role may also be eligible for discretionary bonuses or commission payments.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, genetic information or any other category protected by law.