About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

Role Overview

The Lyra International clinical governance team is responsible for quality assurance across our network of subsidiaries, licensees and partners. The EAP Specialist role will contribute towards clinical and operational protocols that drive high service delivery standards as well as to track and monitor the operational performance of our global partners. The incumbent of this role will also assist in managing global customer complaints and working with the various partners to ensure that the root causes of service delivery failure are identified, and processes are put in place to reduce further challenges and track changes.

This role is a permanent (5) day a week role. The successful candidate will be expected to work Monday to Friday from 8am to 5pm. Due to the global nature of the business, the employee will be expected to demonstrate flexibility with regards to working hours.

Key Responsibilities

• Supporting the Management of Customer Feedback
• Working with Clinical Lead and Clinical Director to review and respond to negative customer feedback in accordance with the Lyra Global Complaints management policy.
• Establishing and maintaining relationships with partners
• Holding relationships with a select group of our in-country partners to ensure their local service delivery is in full accordance with Lyra protocols.
• Working with global partners to understand in-country services in-depth to provide overall business information to the sales and operational teams.
• Contributing towards the risk register for global partners and working on quality improvement programs.
• Quality assuring reporting and metrics collection
• Ongoing monitoring of defined operational and clinical metrics such as CORE 10, GAD/PHQ, risk flags and work impact scores.
• Providing training to partners to assist them in adhering to the required protocols, SLAs and reporting.
• Process and Protocol Development and Implementation
• Development and implementation of service standards and processes that form part of our Global Clinical Standards for existing and new services.
• Managing clinical projects as assigned by the Clinical Lead and Clinical Director.

Qualifications

• Minimum level of experience required (including any industry-specific experience)
• More than 5 years’ experience of working in a clinical setting. Experience of working internationally is a distinct advantage.
• Minimum skillset required
• Masters Level clinical qualification (Psychology, Counselling Social Work, or similar) and experience in project management.
• Desirable Skills and Experience
• EAP experience essential.

R319,30 - R390,30 a year

"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."