EAP Specialist

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.

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.

Remote: This is a remote role to be based in South Africa

Hours: 8am to 5pm. The role is a permanent five (5) day a week role (Monday to Friday).

Flexibility: Given the global nature of the business, the successful candidate will be expected to demonstrate flexibility in their working hours and will be required to come into the office once a month.

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

Confidence in working with numbers and univariate statistical analysis 

Advanced Excel/Google sheet skills 

Knowledge of Power BI and Tableau would be an advantage

Extensive experience and expertise in a complex operations setting 

Solid experience in the development of processes, protocols & metrics

Excellent administrative skills

Excellent telephone/online manner

Excellent English speaking and writing abilities

Good clinical skills and the ability to consult with various partners on clinically complex or high-risk cases

Professional and quality orientated approach to work 

Enthusiastic and persuasive.

Excellent problem-solving skills

Can develop and sustain mature working relationships. 

Able to work independently and as part of a team

Ability to effectively negotiate between different parties to achieve the best possible outcomes for the business

Open to change and ability to work with ambiguity

Aware of impact of own actions on workload of others and the business (self responsibility)

Assertive

Ability to function effectively under pressure 

Ability to do multi-tasking in terms of set standards