United States onlyAbout the RoleOur Provider Success team is seeking a full-time Lead who is energized by the prospect of improving clients’ access to behavioral healthcare by leading the provider scheduling solution strategy. The Provider Scheduling Lead will strategize and deliver on company objectives and goals to support our nationwide network of providers in connecting their calendars to the Lyra platform which will enable clients who need care to quickly schedule an appointment. We are looking for someone who is data-driven, tech-savvy, a creative problem-solver, detail-oriented and passionate about customer service.
Responsibilities
- In collaboration with leadership and cross-functional teams, develop a clear, metrics-based strategy to increase provider engagement in our scheduling tools, ensure quality assurance of scheduling data, and deliver on company goals/objectives
- Manage 1-2 direct reports
- Maintain/update data to track ongoing progress; organize and report out regularly on Key Performance Indicators
- Oversee and enhance the process of offering ongoing education and technical support to orient providers to the connected calendar experience and ensure they are managing their schedules accurately
- Contribute to product and process improvements by collecting and providing important provider feedback as it pertains to the connected calendar experience
- Collaborate internally with teams such as Provider Relations/Success, product, clinical, and others to effectively resolve provider-related issues, questions and concerns
- Leave providers feeling supported and delighted after every interaction
- Support other areas of provider relations as needed, such as provider onboarding/orientation, enablement, and targeted outreach to support company goals
Qualifications
- Bachelor’s degree
- Master’s preferred (but not required)
- You have 8+ years customer or provider relations/support experience in a fast-moving, rapidly-growing environment.
- Experience managing direct reports
- Experience working with technology i.e. - Google calendar, Zendesk, Salesforce, Tableau, Snowflake and/or Jira - and doing walkthroughs/explaining basic tools/functionality in user-friendly language; Ability to learn new tools/systems quickly
- You are a thoughtful, inquisitive “details” person with strong project management skills; you are comfortable managing competing long- and short-term priorities
- You love flexing your problem-solving and critical thinking skills to improve the end user experience
- You have excellent communication skills, both verbal and written, with an emphasis on quickly gaining trust by being thorough, patient and clear while troubleshooting remotely with internal and external stakeholders
- You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies
- You have a proven track record of working across multiple teams in a highly-collaborative manner to solve complex problems
- Prior experience working in healthcare and/or a technology environment preferred
By applying for this position, your data will be processed as per Lyra Health Workforce Privacy Notice. Through this application, we will collect personal information from you including 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). Providing this information is optional and completely voluntary. 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. For more information about how we use and retain your information, please see our Workforce Privacy Notice.
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