Operations Associate II

Core Focus Area:

• Core Enablement: Manage high-volume onboarding and training content design/maintenance and rollout for our 1099 and W2 provider networks.

Responsibilities:

Training Execution & Technical Facilitation

• Lead & Moderate: Facilitate live and asynchronous training sessions, serving as the operational "anchor" by managing agendas, training invites, troubleshooting technical hurdles in real-time, and tracking attendance.

• LMS Administration: Manage day-to-day WorkRamp operations, assisting with module setup and leveraging platform tools for automated nudges to drive engagement.

• EHR and Tech Systems Setup Optimization: Partner with Tech and Clinical teams to monitor the EHR / tech setup experience. You will act as the voice of the provider while balancing business needs - identifying systemic trends, roadblocks, and pain points to help design scalable solutions that streamline onboarding.

• Training Monitoring & Engagement: Routinely track provider training progress to spot bottlenecks or common drop-off points. You will manage onboarding communications by updating email templates and configuring automated "nudges" to keep providers moving through their required milestones.

• Lifecycle Ownership: Own the end-to-end logistics for the lead-up and follow-on to training, ensuring all prerequisites, documentation, and system access are completed accurately and on time.

Provider Advocacy & Support

• Primary Liaison: Serve as a primary point of contact for providers, delivering high-standard "customer service." While our team is designed for scale, you will ensure individual provider requests are met with the high standard key to our success.

• Tech Mitigation: Identify trends and patterns in provider technical pain points and support the design of mitigation steps to improve the overall training experience and our program KPIs.

Process Innovation & Collaboration

• Operational Optimization: Identify gaps in current training workflows and assist in designing and implementing scalable solutions that address efficiency and improve the provider journey.

• Cross-Functional Partnership: Build strong relationships with Clinical, Credentialing, and IT to synchronize training delivery with team needs, mitigating departmental silos and ensuring all enablement materials remain technically and clinically accurate.

• Bend Integration: Support the onboarding operations and the ongoing evolution of the Bend integration within the Lyra ecosystem.

• Navigate Ambiguity: Act as a stabilizing force in a fast-paced environment; comfortably pilot unmapped territory, make data-driven decisions with incomplete information, and adapt strategies as business needs evolve.

• System Management: Update and maintain relevant training materials across internal tools, including Salesforce, WorkRamp, Zendesk, and Google Suite, ensuring all data remains an accurate "Source of Truth."

Qualifications:

• Experience: 3+ years of combined relevant work experience in operations, provider relations, customer service, or a similar enablement field.

• Communication: Exceptional verbal and written interpersonal skills, with the ability to collaborate cross-functionally and build strong relationships.

• Technical Proficiency: Fluency in Google Suite is required.

• Aptitude for and experience with Salesforce, WorkRamp (LMS), Zendesk, Gemini, and Electronic Health Records (EHR) is highly preferred.

• Project Management: Proven ability to manage multiple workstreams, implement process improvements, and resolve technical issues with a high degree of autonomy.

• Mission-Driven: A genuine passion for supporting clinicians in their learning and development to drive a high-quality experience for Lyra clinicians at scale.