Contractor, Provider Success Lead

United StatesSenior

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

Lyra Health is seeking a short-term Provider Success Contractor to support provider network enablement for a new program in partnership with Leidos.

The contractor will serve as the primary day-to-day operator across provider onboarding, Leidos Provider Relations coordination, provider communications and support, issue resolution, payment administration, and program reporting. They will be responsible for coordinating with Leidos to support providers through the clearance pipeline, ensuring cleared providers are fully activated and trained and enabled, and building self-serve resources and documented workflows needed to bring the provider enablement process to a sustainable steady state. This role requires someone who is highly organized, a clear communicator, comfortable working across multiple unintegrated systems, and able to operate with a high degree of autonomy in an ambiguous, fast-moving environment.

Responsibilities

Leidos Provider Relations Coordination: Serve as the day-to-day operational liaison to the Leidos Provider Relations team; prepare materials for recurring standup calls, document action items, track SLA commitments, escalate urgent issues

Provider Onboarding & Pipeline Clearance: Manage day-to-day tracking and coordination of the program’s provider network pipeline for ~900+ providers across all clearance stages — including application, data auditing and processing, coordinating security reviews and training, communicating with providers on application status, updating internal systems in real time

Provider Communications & Support Resources: Serve as first-line support for providers on program specific questions and escalations through Zendesk ticketing system; Responsible for sending provider communications. Develop and continuously improve self-serve provider resources such as Zendesk Help Center to enhance the provider experience and reduce overall ticket volume

Issue Triage & Resolution: Log, assign, escalate, and close operational and technical issues to support providers in delivering care

Readiness Stipend Administration: Administer payment to newly cleared providers on a weekly basis

Provider Attrition Management: Respond to provider withdrawals and resignations, document exit reasons, flag attrition trends to leadership, and remove termed providers from all active distributions

Reporting & Data Visibility: Produce weekly pipeline status summaries (approved, in progress, withdrawn, active) to Lyra Leadership; maintain tracking documents as the source of truth; Reconcile session closure data in Leidos and Lyra reporting

Documentation & Knowledge Management: Develop efficient workflows and document standard operating procedures, update provider-facing resources for accuracy, create internal Zendesk ticketing macros and communication templates current as workflows evolve throughout the stabilization period

Qualifications

Operations or Project Management Background: 4+ years in healthcare, government contracting, or complex multi-stakeholder operations environments

Multi-System Agility: Demonstrated ability to simultaneously manage work across multiple unintegrated platforms and databases (Salesforce, Zendesk, Google Suite, Lyra internal Platform)

Structured Communication: Exceptional written and verbal communication skills; experience navigating high-friction, sensitive stakeholder environments with empathy and composure

Autonomous Problem Solving: High degree of comfort operating in ambiguity, resolving missing requirements, and making sound decisions with incomplete information

Data Accuracy & Attention to Detail: Proven track record handling sensitive personal/federal data with precision; experience with data auditing or reconciliation a strong plus

Provider or Clinical Operations Experience: Familiarity with healthcare provider onboarding, credentialing, or network operations preferred

Federal/Government Program Experience: Prior experience working within DoD, federal health, or government-contracted programs is a plus

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, 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) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. 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. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."

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