Contractor, Provider Success Lead

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