About Lyra Health
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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
As a key member of Lyra's expanding Records Team, you will support and lead the release of information process, overseeing daily submissions from clients who are requesting copies of their health information. This full-time position supervises and mentors a team of contractors, ensuring strict adherence to HIPAA, 42 CFR Part 2, and all state/federal guidelines for client privacy and security when releasing Protected Health Information (PHI). You will assist in developing, documenting, and auditing standard operating procedures for existing and future workflows, serve as the primary escalation point for complex requests, and monitor departmental metrics to drive operational excellence.
Responsibilities
Supervise daily record request workflows, including processing, quality control, delivery, and reporting on disclosures and request status.
Lead the Records Team contractors, setting daily priorities, monitoring performance, conducting regular check-ins, and ensuring adherence to company policies, quality standards, and service level agreements (SLAs).
Acts as backup for the ROI Operations Manager, providing comprehensive operational oversight and maintaining continuity of critical functions, including staff management and project prioritization during the Manager’s absence.
Serve as the primary mentor and trainer for new contractors joining the Records Team, ensuring rapid and comprehensive onboarding into all operational processes and compliance requirements.
Drive operational excellence by proactively identifying and implementing process improvements that streamline workflows, reduce turnaround times, and enhance the overall efficiency of the Records Team.
Maintain and update existing workflows, processes and resources, including internal knowledge management, as company needs evolve.
Support the company's record life-cycle program, including policy and procedure review and compliance audits.
Complete ad-hoc records requests and special projects as needed.
Build strong cross-functional relationships to efficiently manage client and internal requests, anticipating needs and resolving potential roadblocks proactively.
Qualifications
A minimum of 5 years management experience in medical records or healthcare operations, specifically in Records Management.
Proficiency in Google Suite.
Prior experience in release of information and demonstrated ability to maintain confidentiality with sensitive information (e.g., protected health information, corporate records, personally identifiable information).
Previous clerical or office experience is required, with 2+ years in Medical Records preferred.
Proven ability in client/customer-facing communication, both real-time (phone and messaging) and written, with a professional and courteous demeanor.
Ability to work autonomously while being a positive and collaborative team player.
Experience in a digital start-up is a plus but not required
Prior experience with Release of Information (ROI), particularly concerning mental health records.
Experience with healthcare compliance.
Experience with Salesforce CRM, Confluence, Jira, and Slack.
"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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
