[Remote] Onboarding Support Specialist

Note: The job is a remote job and is open to candidates in USA. Lyra Health is the leading provider of mental health solutions for employers, supporting over 20 million people globally. They are looking for an Onboarding Support Specialist to provide a world-class concierge experience for new members, guiding them from enrollment to their first appointment. The role involves proactive outreach, facilitating appointment bookings, and addressing member inquiries regarding insurance and technical issues.

Responsibilities

• Act as the primary point of contact for members at the start of their journey, providing proactive outreach to guide them through the online onboarding process until they are successfully placed in care
• Facilitate the successful booking of the initial evaluation appointment, ensuring members are matched and scheduled with the appropriate clinical provider
• Communicate insurance eligibility information to members, helping them understand their coverage and financial responsibility early in the process
• Serve as the first line of defense for members experiencing tech issues during account setup, portal navigation, or digital form completion
• Identify and address common questions or barriers to care with empathy and urgency, ensuring no member "drops off" during the enrollment phase
• Operate within Zendesk and other internal platforms to document member interactions and investigate tiered escalation needs
• Work closely with the clinical and billing teams to resolve complex onboarding hurdles and help create documentation for a "frictionless" entry experience

Skills

• A details-driven rockstar, with a ‘knock-it-out-of-the-park' mentality, keen on delighting members by creating a one-of-kind experience
• Exceptional customer service skills, specifically the ability to explain complex insurance or technical information in a warm, accessible way
• Specific experience in onboarding, engagement, and customer service within a digital health or telehealth environment
• Ability to learn and utilize new tools (like Zendesk and scheduling software) effectively and troubleshoot on behalf of less tech-savvy users
• Ability to work independently and decisively to move a member from 'signed up' to 'booked.'
• A genuine passion for expanding access to mental health care and improving the member experience

Benefits

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
• Lyra for Lyrians; coaching and therapy services
• Competitive time off with pay policies including vacation, sick days, and company holidays
• Paid parental leave
• 401K with up to 3% matching
• Monthly tech allowance
• We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

Company Overview