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.
Training Execution & Technical Facilitation
Lead & Moderate: Facilitate live and asynchronous training sessions, serving as the operational "anchor" by managing agendas, training invites, troubleshooting technical hurdles in real-time, and tracking attendance.
LMS Administration: Manage day-to-day WorkRamp operations, assisting with module setup and leveraging platform tools for automated nudges to drive engagement.
EHR and Tech Systems Setup Optimization: Partner with Tech and Clinical teams to monitor the EHR / tech setup experience. You will act as the voice of the provider while balancing business needs - identifying systemic trends, roadblocks, and pain points to help design scalable solutions that streamline onboarding.
Training Monitoring & Engagement: Routinely track provider training progress to spot bottlenecks or common drop-off points. You will manage onboarding communications by updating email templates and configuring automated "nudges" to keep providers moving through their required milestones.
Lifecycle Ownership: Own the end-to-end logistics for the lead-up and follow-on to training, ensuring all prerequisites, documentation, and system access are completed accurately and on time.
Provider Advocacy & Support
Primary Liaison: Serve as a primary point of contact for providers, delivering high-standard “customer service.” While our team is designed for scale, you will ensure individual provider requests are met with the high standard key to our success.
Tech Mitigation: Identify trends and patterns in provider technical pain points and support the design of mitigation steps to improve the overall training experience and our program KPIs.
Process Innovation & Collaboration
Operational Optimization: Identify gaps in current training workflows and assist in designing and implementing scalable solutions that address efficiency and improve the provider journey.
Cross-Functional Partnership: Build strong relationships with Clinical, Credentialing, and IT to synchronize training delivery with team needs, mitigating departmental silos and ensuring all enablement materials remain technically and clinically accurate.
Bend Integration: Support the onboarding operations and the ongoing evolution of the Bend integration within the Lyra ecosystem.
Navigate Ambiguity: Act as a stabilizing force in a fast-paced environment; comfortably pilot unmapped territory, make data-driven decisions with incomplete information, and adapt strategies as business needs evolve.
System Management: Update and maintain relevant training materials across internal tools, including Salesforce, WorkRamp, Zendesk, and Google Suite, ensuring all data remains an accurate "Source of Truth."
Qualifications:
Experience: 3+ years of combined relevant work experience in operations, provider relations, customer service, or a similar enablement field.
Communication: Exceptional verbal and written interpersonal skills, with the ability to collaborate cross-functionally and build strong relationships.
Technical Proficiency: Fluency in Google Suite is required.
Aptitude for and experience with Salesforce, WorkRamp (LMS), Zendesk, Gemini, and Electronic Health Records (EHR) is highly preferred.
Project Management: Proven ability to manage multiple workstreams, implement process improvements, and resolve technical issues with a high degree of autonomy.
Mission-Driven: A genuine passion for supporting clinicians in their learning and development to drive a high-quality experience for Lyra clinicians at scale.
