Lead, Virtual Intensive Outpatient (vIOP) Operations

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 RoleThe Lead, vIOP Operations, is a key leader responsible for all operational components of Lyra Health’s vIOP program. You will blend strategic planning with hands-on execution to drive metric-based performance, build operational excellence, and continuously improve the member journey from first contact to program completion.
Hours: 1pm-10pm CST (or 11am- 8pm PST)

Responsibilities:

• Own and optimize the full admissions lifecycle — from initial outreach/referral through program onboarding.
• Coordinate cross-functional teams and systems to meet or exceed service standards.
• Remove bottlenecks to deliver timely, high-quality onboarding for members at all acuity levels.
• Develop and track KPIs (e.g., onboarding cycle time, member satisfaction). Ensure performance across the vIOP operation is meeting or exceeding established SLAs. 
• Present trend analyses and recommendations to leadership to enhance service operations
• Monitor strategic initiatives aimed at improving performance to ensure timely execution. 
• Lead and mentor onboarding specialists; instill a culture of empathy, accountability, and performance
• Develop training programs and growth pathways for frontline staff
• Implement scalable workflows to support a growing, diverse patient population.
• Conduct root-cause analyses on operational pain points, introducing solutions that enhance speed, quality, and member experience.
• Collaborate with clinical, technology, compliance, and marketing teams to streamline processes and align strategies with growth goals.
• Partner closely with billing and credentialing teams to ensure smooth handoffs and create feedback loops that measure the effectiveness of our processes. 
• Design member communication strategies to clearly convey program value and next steps.
• Serve as an escalation point for complex onboarding needs, ensuring swift resolution with empathy.
• Work cross-functionally with marketing and growth teams to ensure patient engagement and referral activation strategies are aligned with existing growth targets. 
• Lead daily operational components to maintain care plan adherence, care team alignment, enable accurate billing, and drive cross functional execution
• Conduct root-cause analysis of onboarding friction points.
• Introduce innovations to elevate the member experience from onboarding through discharge.

Qualifications:

• 7+ years of relevant experience, including 3+ years in operational leadership (healthcare or behavioral health preferred).
• 3+ years of management experience with a proven ability to build new teams or programs with measurable organizational impact.
• Expertise in designing and implementing performance metrics and operational models.
• In-depth knowledge of healthcare onboarding processes and applicable regulations.
• Proficiency with EHR platforms, scheduling systems, and remote collaboration tools.
• Track record of leading high-performance teams in mission-driven, fast-paced environments.

The ideal candidate will demonstrate:

• Strategic Operational Leadership – Turning vision into actionable plans that balance immediate operational needs with sustainable growth.
• Performance & Data Fluency – Using KPIs as a management tool to identify trends, inform decisions, and continually raise performance.
• Cross‑Functional Collaboration – Partnering seamlessly with clinical, operational, technology, marketing, and compliance teams to achieve shared goals.
• Workflow Optimization – Designing scalable processes that enhance efficiency, quality, and the member experience while meeting regulatory requirements.
• Change Leadership – Guiding teams through evolution and innovation with transparency, adaptability, and measurable impact.
• Coaching & Talent Development – Inspiring high‑performing teams through mentorship, clear expectations, and a culture of accountability.
• Member‑Centric Mindse