Customer Liaison Officer
Johannesburg, Gauteng, South AfricaJob Description
About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
Role Overview:
This position is hybrid to be based in South Africa.
Hours: 9am to 5pm (shift work)
Responsibilities
Answering all calls presented to the National support centre
- Ensuring the accurate and timeous data entry of all callers
- Ensuring that all calls are routed effectively and to the correct specialised unit
- Supporting with project updates as required by the support container.
Client Engagement & Needs Assessment
- Act as the first point of contact via telephonic touch point to assess and document client requirements.
- Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
- Ensuring the service enquiry is created on all callers utilising the contact center support facilities
- Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.
Data Integrity
- Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
- Perform regular data corrections, including filtering and "cleaning" existing datasets to ensure reports are reliable and up to date.
- Maintain the hygiene of the database to prevent duplicate entries or misinformation.
Operational Coordination
- Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
- Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
- Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.
Qualifications:
Matric / Grade 12
"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."
About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
Role Overview:
This position is hybrid to be based in South Africa.
Hours: 9am to 5pm (shift work)
Responsibilities
Answering all calls presented to the National support centre
- Ensuring the accurate and timeous data entry of all callers
- Ensuring that all calls are routed effectively and to the correct specialised unit
- Supporting with project updates as required by the support container.
Client Engagement & Needs Assessment
- Act as the first point of contact via telephonic touch point to assess and document client requirements.
- Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
- Ensuring the service enquiry is created on all callers utilising the contact center support facilities
- Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.
Data Integrity
- Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
- Perform regular data corrections, including filtering and "cleaning" existing datasets to ensure reports are reliable and up to date.
- Maintain the hygiene of the database to prevent duplicate entries or misinformation.
Operational Coordination
- Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
- Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
- Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.
Qualifications:
Matric / Grade 12
"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."
Job Description
About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
Role Overview:
This position is hybrid to be based in South Africa.
Hours: 9am to 5pm (shift work)
Responsibilities
Answering all calls presented to the National support centre
- Ensuring the accurate and timeous data entry of all callers
- Ensuring that all calls are routed effectively and to the correct specialised unit
- Supporting with project updates as required by the support container.
Client Engagement & Needs Assessment
- Act as the first point of contact via telephonic touch point to assess and document client requirements.
- Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
- Ensuring the service enquiry is created on all callers utilising the contact center support facilities
- Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.
Data Integrity
- Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
- Perform regular data corrections, including filtering and "cleaning" existing datasets to ensure reports are reliable and up to date.
- Maintain the hygiene of the database to prevent duplicate entries or misinformation.
Operational Coordination
- Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
- Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
- Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.
Qualifications:
Matric / Grade 12
"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."
About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
Role Overview:
This position is hybrid to be based in South Africa.
Hours: 9am to 5pm (shift work)
Responsibilities
Answering all calls presented to the National support centre
- Ensuring the accurate and timeous data entry of all callers
- Ensuring that all calls are routed effectively and to the correct specialised unit
- Supporting with project updates as required by the support container.
Client Engagement & Needs Assessment
- Act as the first point of contact via telephonic touch point to assess and document client requirements.
- Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
- Ensuring the service enquiry is created on all callers utilising the contact center support facilities
- Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.
Data Integrity
- Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
- Perform regular data corrections, including filtering and "cleaning" existing datasets to ensure reports are reliable and up to date.
- Maintain the hygiene of the database to prevent duplicate entries or misinformation.
Operational Coordination
- Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
- Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
- Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.
Qualifications:
Matric / Grade 12
"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."
Related Content
Jobs for you
Featured Jobs
You have no Recently Viewed Jobs
You have no Saved Jobs