Complex Care Specialist

About the role

Lyra Health is a provider of evidence-based mental health care, working with employers and health plans. As a Clinical Specialist for its Complex Care program, you will assess clients' clinical needs for higher levels of care, give in-the-moment phone support to clients with complex behavioral health issues, ensure client safety and help clients connect to high-quality, evidence-based facilities and programs. The role is remote, by phone and email only, with no in-person services or therapy, and supports longitudinal case management.

The required shift is Monday to Friday, 9:00am to 5:30pm PT.

Key responsibilities

• Manage a caseload of complex, multi-need clients with long-term case management
• Support clients moving through levels of care using Motivational Interviewing and other strategies
• Handle client crises with risk and needs assessments, safety planning and de-escalation
• Answer in-the-moment callers seeking crisis support with brief, evidence-based coping skills
• Communicate with clients and providers by email, phone and occasionally text
• Use Lyra's matching software, facility databases, health plan directories and online searches to find treatment options
• Monitor self-reported symptoms on PHQ-9, GAD-7 or other measures and develop personalized care plans
• Present cases at Multidisciplinary Team Meetings and complete DBT program screenings
• Outreach to members who may need additional support
• Coordinate care with Preferred Facility Network providers and clients' health plans and navigators, including discharge planning
• Work with the billing team so referrals are authorized and treatment meets clinical expectations
• Join the on-call rotation for warm referrals from Care Navigators and Health Plans
• Give feedback to leadership on program improvement

Required profile

• Master's degree in clinical social work or equivalent, with an independent clinical license such as LCSW, LMFT, LPC or LPCC; supervised hours are not provided and candidates without a state license to deliver mental health services independently will not be considered
• Significant experience with high-risk situations (e.g., suicidality, mandated reporting), navigating health plans and engaging clients with escalating needs
• Full-time U.S. resident; work cannot be done from outside the United States
• Bilingual Spanish-speaking candidates strongly preferred but not required

Required skills

• Case management and specialized care for clients with diverse needs
• Knowledge of higher levels of care and community mental health resources
• Familiarity with health plan procedures and medical necessity criteria
• Ability to work independently in a remote environment and collaborate within a small team