Join the team that's improving access to mental health care services
Clinical Specialist
Johannesburg, South Africa
Job description
About the Role: The primary purpose of the position is to ensure a smooth client experience. The specialist will facilitate and manage a clinical case load – including cases for clients at risk, child abuse cases and general clinical assistance across clinical referrals. The clinical specialist will investigate complaints relating to the case consultancy department including case management, affiliate complaints and client experience. Finally, the specialist needs to conduct customer satisfaction surveys for 100% of all face-to-face cases across all client companies.
Hybrid role: This is a hybrid role to be based in South Africa. The successful candidate will be required to attend the office as needed, in line with the manager’s requirements.
Wi-Fi: While working off-site/remotely, the successful candidate must have reliable internet connectivity (fibre, LTE or 5G) with a minimum speed of 50 Mbps and a minimum download speed of 25 Mbps. In the event of connectivity issues or load-shedding at home, staff will be required from the office.
Hours: This is a permanent full day Monday to Friday position.
Shift Hours: The successful individual must be willing and able to work shift hours as required by the role i.e. 09:30am to 6:30pm OR 6:30am to 3:30pm.
Global Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.
Key Responsibilities:
To arrange face-to-face/virtual therapy according to the procedures stipulated and in accordance with the standards dictated by the Clinical Head and client companies.
To manage client cases with the aim of alleviating presenting problems, by maintaining thorough and rigorous case management.
To case manage all affiliate counsellors to whom the case consultant has referred clients and to do this in accordance with procedures laid down in the Standard Operating Procedures.
To provide feedback on affiliates to assist with affiliate management.
To provide support and guidance to affiliates in case management, clinical management and administrative aspects of cases.
To feedback to the Clinical Affiliate Liaison team the need for affiliates in particular areas. In the absence of the Clinical Affiliate Liaison team, the Clinical Specialist may be required to engage with a potential affiliate to start the affiliation process.
To be proficient in and adequately implement and adhere to specific policies and procedures which relate to specific client companies i.e. substance abuse, occupational health, and incapacity management protocols and ensure that necessary feedback is provided to relevant parties where necessary.
Management of risk which will include, where necessary, with emergency contact persons, hospitals, referrers and other 3 rd parties and incorporate multi-dimensional input in the management of the case.
To conduct Exec|Care sessions to clients as required
To provide telephone counselling to clients as required
To monitor the level of service received and conduct impact assessments as required.
To complete customer satisfaction surveys across 100% of face-to-face cases.
To maintain accurate computer records of all services provided (including conversations and electronic contact with clients and affiliate counsellors).
To keep and report on weekly statistics of customer satisfaction surveys, outcomes of impact surveys and case management
To promptly provide account managers, team leaders and management to allow feedback to be provided to client companies.
To attend all meetings/supervision and staff support groups.
Qualifications & Experience
A fully qualified and registered social worker with at least an Honours degree in Social Work OR A fully qualified and registered Counselling, Clinical psychologist, or A Registered Counsellor. The applicant must be registered with the appropriate professional body.
- Essential:
- BA (Honours) (BPsych) and registered with the HPCSA
- MA (Clinical / Counselling Psychology) and registered with the HPCSA
- BA (Social Work) and registered with the SACSSP
- Relevant Experience (Preferred):
- Relevant experience providing counselling to people at risk, child abuse, workplace risks, GBV and high profile client
- Able to represent the Lyra brand
- Multi-lingualism including English
- Ability to organise and structure themselves
About You:
The ideal candidate must demonstrate:
- Meticulousness & Precision:
- Exceptional attention to detail.
- High standards of documentation and record-keeping.
- Strong follow-through and deadline adherence.
- Time Management Excellence
- Ability to manage multiple cases simultaneously without compromising quality.
- Strong prioritisation skills.
- Efficient scheduling and workflow structuring.
- Resource Management Capability:
- Strategic allocation of cases.
- Monitoring and optimising affiliate capacity.
- Proactive identification of service gaps.
- Professional & Clinical Strength:
- Strong clinical judgment.
- Ability to remain composed under pressure.
- High ethical integrity.
- Solution-focused orientation.
- Organisational & Business Awareness:
- Strong administrative competence.
- Commercial awareness in corporate mental health environments.
- Ability to represent the Lyra brand professionally.
- Interpersonal Effectiveness:
- Confident engagement with senior executives.
- Strong communication skills.
- Collaborative team player.
- Independent decision-maker when required.
- The Lyra Clinical Specialist will be required to take on any other relevant work related duties as required by the Manager.