Starting with a commitment to mental health
Lyra Health, founded in 2015, is dedicated to transforming access to effective, high-quality mental health care for employees and their families. Their mission is to create a frictionless experience for members seeking mental health care, providing seamless, white-glove service to their clients. Central to this mission is the Care Navigation Team, ensuring that clients receive timely and compassionate support.
Jonathon Hikade, Workforce Management Analyst for the Care Navigation Team, plays a pivotal role in managing this intricate operation. The workforce management organization, which includes Jonathon, Workforce Manager Cliff Farr, and Real-Time Analyst Mileva Martinez Palacios, is responsible for forecasting, scheduling, and ensuring adherence to service levels across a team of over 100 agents.
When it comes to customer well-being at Lyra Health, every touchpoint counts, and eliminating wait times is essential.
Our critical care team has an extremely high bar for service level, and we staff to make sure that folks who need that critical care can get it right then and there in the moment — no matter what time of day it is."
Jonathon Hikade, WFM Analyst
After several years of hyper-growth, Lyra Health was facing new operational challenges. Their workforce management processes relied solely on Google Sheets for scheduling and forecasting, which took the team several hours per week to accomplish manually. Without a real-time view into their CRM data, the team had limited visibility into adherence and performance.
As Lyra Health prepared to scale its operations for a new major client, they needed a serious upgrade to handle the increased complexity and volume.
Finding a seamless solution built to scale
From the beginning, Lyra Health knew they wanted to partner with Assembled because of Cliff’s prior experience with the platform. After a mandatory period of due diligence and evaluation of several other tools on the market, Assembled still stood out as the frontrunner.
We looked at NICE, Playvox, and others, and none lived up to what Assembled was able to offer from a service standpoint, the speed of implementation, or the cost efficiencies we were able to get."
Jonathon Hikade, WFM Analyst
The implementation was quick and seamless, and as the Assembled team partnered closely with their team through the process, it became clear that Lyra Health would be a perfect fit as a design partner for Assembled’s ambitious new data model.
Partnering on a new model to bring deeper insight to the surface
This data model, Case Lifecycle, breaks down case metrics into units of work, reporting on ticket movement like transfers, escalations, and reopens. This helps teams improve forecast accuracy and resource allocation when they’re facing complex cases with multiple touchpoints.
For Lyra Health, this unlocked a deeper level of insight into their real-time management and long-term forecasting. The Care Navigation Team oversees both the clinical and non-clinical teams, frequently routing tickets back and forth between the two teams. Cases often involved multiple interactions, but traditional methods only allowed for tracking the case as a single unit, leading to inaccuracies.
With Assembled’s Case Lifecycle model, each interaction within a case is tracked individually, providing a clear picture of how long each segment takes and which teams are involved. This has enabled Lyra Health to allocate resources more effectively and ensure that the right teams are engaged at the right times.
As an example, a case that starts in the general care line but requires escalation to clinical care can now be accurately tracked and forecasted for both segments. This level of detail ensures that each team's workload is fairly represented and managed, leading to more accurate staffing and better service for clients.
At the individual case level, the additional insight is useful for investigation work and agent accountability. But at the organizational level, the impact is profound — process improvements and bottleneck reductions lead to major cost savings. The accuracy of Lyra Health's chat forecasts improved significantly, reducing error rates to just 1.1% and allowing the operations team to make smarter decisions.
Before, we could see case counts and forecast off of that count, but handle time was all over the place, so we wound up doing manual overrides often. Now that we have the Case Lifecycle insights, we can appropriately see which team did the work, how long the work took, and appropriately assign that handle time data to the right team and the right queue."
Jonathon Hikade, WFM Analyst
Achieving transformative results
Since integrating Assembled, Lyra Health has dramatically improved workforce management processes. In addition to forecasting enhancements, scheduling that used to take hours only takes a few minutes per week. With all the time savings, Jonathon can focus on real-time performance, ensuring that customers are receiving the best care.
Since adopting Assembled, Lyra Health has consistently met their goals and is better equipped to tackle the next big wave of growth.
We’ve seen a consistent increase in SLA. During our busy season this year we met SLA each month, versus last year prior to Assembled where we didn’t. It feels like we're so much more well-rounded, intelligent, and mature. A big part of that is using Assembled insights and not getting lost in spreadsheets anymore."
Jonathon Hikade, WFM Analyst
With all these changes, the cost per member for providing care has reduced from $240 to $130 per thousand members, saving a whopping $500k in the first year.
With Lyra Health as a design partner for Case Lifecycle, Assembled was able to develop a powerful tool for any team facing complexities in case routing. We’re committed to being the best partner to our customers, building alongside them to achieve better outcomes and continuously improving our solutions to meet their evolving needs.
