Complex Care Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a diverse caseload of clients with complex needs independently, providing long-term collaborative case management.

• Facilitate ongoing client engagement as they navigate various levels of care, utilizing Motivational Interviewing and other techniques to enhance readiness for treatment.

• Effectively handle client crises, conducting brief risk assessments, safety planning, and de-escalation strategies to connect clients to appropriate treatment.

• Provide immediate support to callers in crisis, imparting brief, evidence-based coping strategies.

• Communicate professionally and effectively with clients and providers throughout the care access process via email, phone, and sometimes text.

• Innovatively address barriers to delivering personalized, high-quality clinical care options for clients.

• Utilize Lyra’s proprietary matching software, along with other resources such as facility databases, health plan directories, and online searches, to identify and connect clients with suitable treatment options tailored to their specific needs and preferences.

• Administer and monitor clients’ self-reported symptoms using PHQ-9, GAD-7, or other assessment tools.

• Create individualized care plans that outline treatment options for clients.

• Participate in and present cases at the Multidisciplinary Team Meeting for discussion.

• Conduct proactive outreach to members who may require additional support, employing Motivational Interviewing strategies to engage them in the program.

• Coordinate care and communicate with Preferred Facility Network providers throughout the treatment process, including recommendations for care levels, duration of stay, treatment modalities, and discharge planning.

• Liaise with clients’ health plans and/or navigators to ensure smooth access to care, including regular meetings with Navigators to discuss shared clients and maintain accountability for engagement.

• Collaborate with the billing team and Preferred Facility Network to ensure clients receive authorized referrals for treatment funded by Lyra, meeting clinical and quality standards, and addressing any concerns that arise.

• Take part in on-call rotations to manage warm referrals from the Care Navigator Team, Clinical Care Navigator, or Health Plans.

• Conduct screenings for Lyra’s Dialectical Behavior Therapy (DBT) program.

• Provide constructive feedback to leadership for ongoing program enhancement, including recommendations to improve client experiences, operational efficiencies, and outcomes.

⛳️ Requirements

• Master’s degree in clinical social work or a related field; LCSW or equivalent independent clinical licensure is mandatory (e.g., LMFT, LPC, LPCC). Candidates without a state license to independently provide mental health services will not be considered.

• Extensive experience in managing high-risk clinical situations (e.g., suicidality, mandated reporting), navigating health plans, and fostering client engagement amid escalating mental health needs.

• Proficient in case management and delivering specialized care for clients with varied needs.

• Knowledgeable about higher levels of care and community mental health resources.

• A self-motivated clinical professional capable of working independently in a remote setting while effectively collaborating with a dedicated team of clinicians.

• Familiarity with Health Plan procedures, medical necessity criteria, and a commitment to helping clients understand their benefits and care options.

• Candidates must be full-time residents of the United States; work cannot be performed from outside the U.S.

• Bilingual candidates fluent in Spanish are strongly preferred (but not required).

🏝️ Benefits

• Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.

• Access to Lyra for Lyrians, offering coaching and therapy services.

• Equity participation in the company through discretionary restricted stock units.

• Competitive paid time off policies, including vacation, sick days, and company holidays.

• Paid parental leave.

• 401K retirement benefits.

• Monthly technology allowance.

• Enjoy a variety of well-being perks and activities throughout the year, including surprise gifts, free food, regular community celebrations, and more!