About this role
Lyra Health seeks a Complex Care Specialist to assess client clinical needs for higher levels of care and provide phone-and-email support for clients with complex behavioral health issues. The role focuses on crisis management, longitudinal case management, and helping clients connect to evidence-based facilities and programs using matching tools and resources.
Key Responsibilities
- Manage a caseload of complex, multi-need clients
- Conduct risk and needs assessments and create safety plans
- Provide in-the-moment crisis and coping support by phone
- Use matching software and directories to connect clients to care
- Support client engagement as they move through levels of care
Technical Overview
The position uses Lyra’s proprietary matching software plus facility databases and health plan directories to identify treatment options. The work is primarily communication-driven (phone and email) and includes applying clinical frameworks like Motivational Interviewing, risk/needs assessments, safety planning, and de-escalation protocols.
Ideal Candidate
The ideal candidate is a bilingual Spanish-speaking behavioral health professional experienced in complex care case management, capable of conducting risk and needs assessments and leading safety planning and de-escalation. They are comfortable providing phone and email support for crisis situations and can independently manage a caseload while helping clients navigate to higher levels of evidence-based care.
Must-Have Skills
Motivational InterviewingRisk and needs assessmentsSafety planningDe-escalationEvidence-based coping skillsIndependently manage a caseload of complexmulti-need clientsCommunicate via email and phoneUse Lyra’s proprietary matching softwareNavigate clients into high qualityevidence-based facilities and programs
Nice-to-Have Skills
Bilingual Spanish speaking (implied by title)Occasional text communication
Tools & Platforms
Lyra’s proprietary matching softwarefacility databasehealth plan directoryinternet searchesemailphone
Required Skills
Complex behavioral health needs assessmentrisk and needs assessmentssafety planningde-escalationcrisis supportMotivational Interviewingevidence-based coping skillslongitudinal case managementclient safetyphone supportemail supportfacility databasehealth plan directoryinternet searchesproprietary matching software
Hard Skills
Complex behavioral health needs assessmentRisk and needs assessmentsSafety planningDe-escalationCrisis support by phoneMotivational InterviewingLongitudinal case managementClient case managementEvidence-based coping skillsComplex care program navigationNavigating clients into high qualityevidence-based facilities and programsClinical needs assessment for higher levels of careFacility database usageHealth plan directory usageInternet searches to identify treatment optionsUsing proprietary matching softwareComplex care program communication via emailProfessional communication with clients and providersAdminister and monitor clients’ self-Bilingual Spanish communication
Soft Skills
Dedication to helping clients with complex and high-risk needsCuriosityOpenness to feedbackAdaptability to new protocolsIndependently manage a caseloadCollaborative long term case managementCreatively troubleshooting roadblocksCommunicate effectively and professionallyEnsuring client safety
Keywords for Your Resume
Complex Care SpecialistComplex Care programbilingual Spanish speakingMotivational Interviewingrisk and needs assessmentssafety planningde-escalationcrisis supportevidence-based coping skillslong term case managementlongitudinal case managementphone supportemail supportclient safetyhigher levels of caretreatment optionsLyra’s proprietary matching softwarefacility databasehealth plan directoryinternet searchesclient engagementmulti-need clientscase managementemailbilingual Spanish
Deal Breakers
Ability to provide phone and email support only (no in-person services), Must be able to use Motivational Interviewing, Must be able to perform risk and needs assessments and safety planning
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