Specialty Services Navigator

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

Perform above standard as a Client Support Specialist or similar role for at least 6 months

Demonstrate mastery in current role, including extensive knowledge of and proficiency in all casework tools, technological platforms, and processes

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