Join the team that's improving access to mental health care services
International Critical Incident Services Coordinator (CIS Coordinator)
Remote, Johannesburg
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 role is for a South Africa-based administrative coordinator within Lyra International’s central
Critical Incident Services (CIS) Team, within the Care Operations department.
The coordinator will support the Management teams and a team of Consultants servicing
Critical Incident Services and associated Clinical Services, with administrative duties in the
operational delivery of Care to Lyra’s global customers.
Critical Incident Services (CIS) Team, within the Care Operations department.
The coordinator will support the Management teams and a team of Consultants servicing
Critical Incident Services and associated Clinical Services, with administrative duties in the
operational delivery of Care to Lyra’s global customers.
Remote: This is a remote role to be based in South Africa.
Wi-Fi:The individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.
Key Responsibilities:
- Coordination and allocations: Support with allocation of work to various stakeholders including Lyra’s local provider subsidiaries and partners, Clinical Consultants, Direct Affiliate Networks, and other Operational support teams as needed.
- Data Support: Support with data handling, correspondence follow up for case/event data, data capture and data checking, and related work, including customer satisfaction and related feedback data.
- Professional Correspondence: Support with mailbox handling and correspondence with clients, internal, and external stakeholders on administrative / service coordination matters.
- SLA, Operational and Financial duties: Support the smooth operational management of and SLA adherence of service portfolios by carrying out administrative and coordination related duties, supporting technology-tool set-ups for selective projects where needed, and timeous and accurate processing of financial documents and data for purposes of commercial in-contract allocations, provider payments, and customer billing.
- Risk Escalation: Escalate clinical enquiries, clinical risks, and service concerns/complaints/escalations to the necessary Consultants and Management teams for timeous and compliant handling.
- Additional administrative duties: This job description is not exhaustive and may be amended or added to as the role develops and as business demands change.
Minimum Requirements
Education: Minimum requirement is South African Matric. An additional diploma or degree is advantageous.
Experience: A minimum of 2+ years experience in EAP administrative role would be advantageous/able to demonstrate multi-stakeholder administrative coordination capabilities in prior experience.
Remote: This is a remote role in South Africa, must have suitable space to work remotely, with strong reliable power and Wifi.
- A smart phone is required for this role to access essential work applications.
Working Hours & Flexibility
Standard Schedule: Monday to Friday, 8am to 5pm.
Weekend On-Call: Requires rotational weekend standby duties (approx. every 3–5 weeks) to respond to urgent requests.
Global Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.
In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities.
"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."