Complex Care Specialist

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 and ensure accountability for engagement)

Collaborate with billing team and Preferred Facility Network to ensure clients have authorized referral to access treatment paid via Lyra; treatment meets clinical and quality expectations; and any concerns are addressed

Participate in on-call rotation for direct phone line to handle warm referrals from Care Navigator Team, Clinical Care Navigator, or Health Plans

Complete screenings for Lyra’s Dialectical Behavior Therapy (DBT) program

Provide feedback to leadership for continuous program improvement, including suggestions to improve client experience, operational efficiencies, or outcomes

Master’s degree in clinical social work or equivalent; LCSW or equivalent independent clinical licensure is required (e.g., LMFT, LPC, LPCC, etc.). We’re unable to provide supervised hours toward licensure. Candidates without a state license to deliver mental health services, independently, will not be considered.

Significant experience managing high-risk clinical situations (e.g., suicidality, mandated reporting), navigating health plans, and encouraging client engagement with escalating mental health needs

Proficient in case management and with delivering specialized care for clients with diverse care needs

Knowledge of higher levels of care and of community mental health health resources

Self-directed clinical professional who can work independently in a remote environment and work effectively and collaboratively within a small team of dedicated clinicians

Familiarity with Health Plan procedures, medical necessity criteria, and a passion for helping clients understand their benefits and options for care.

Candidates must be a full time resident of the United States; work cannot be completed from outside the United States.

Bilingual, Spanish-speaking candidates strongly preferred (but not required)

"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."