What are the responsibilities and job description for the Onboarding Support Specialist position at Lyra Health?
About the Role
Lyra Health is looking for an Onboarding Support Specialist to help us provide a world-class concierge experience that guides new Lyra Health members from enrollment through booking their first appointment.
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.
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.
As a full-time Onboarding Support Specialist, you will be employed by Lyra Health, Inc. The anticipated base rate for this full-time position is $24.00 per hour. The base rate is determined by role and level, and the base rate will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location.
The base rate is only one part of an employee’s total compensation package at Lyra. We also offer generous benefits that include:
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!
We can’t wait to meet you.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $24