Billing Operations Associate

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.

About the Role

The Billing Ops Associate serves as the central point of contact for caregivers during the onboarding process, guiding them through the financial and insurance aspects of starting care at Lyra Health. This role ensures families understand their benefit coverage, estimated costs, and payment options, while directing them to their insurance provider for plan-specific details.

This role is a great fit if you are empathetic, detail-oriented, and skilled at translating complex information into clear, actionable guidance. We encourage you to apply if the following competencies resonate with you: Customer service excellence, experience with prior authorizations, clear communication, problem solving, collaboration, cultural sensitivity, and tech proficiency.

Responsibilities:

• Serve as the primary financial contact for caregivers during onboarding into behavioral health services
• Review and explain insurance benefit coverage and Lyra Health's estimated costs for care in a clear, compassionate manner
• Answer initial financial and insurance-related questions, escalating or redirecting to the family's insurance plan for detailed inquiries
• Provide transparent payment information and outline available payment options
• Collaborate with the Care Coordination and Clinical teams to ensure a seamless onboarding experience
• Maintain accurate documentation of all caregiver interactions in Lyra Health's systems
• Uphold HIPAA and privacy compliance standards in all communications

Qualifications:

• 2+ years of experience in healthcare customer service, patient access, medical billing, or insurance verification (pediatric or behavioral health experience preferred)
• Working knowledge of health insurance terminology, benefit structures, and prior authorization processes
• Experience with Prior Authorization cost-control process
• Strong verbal and written communication skills
• Ability to work independently in a remote environment while managing multiple priorities
• High school diploma or equivalent required; associate’s or bachelor’s degree in healthcare administration, business, or related field preferred
• Full-time resident of the United States