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LGC Care Navigator Coordinator (Non-Clinical)

Remote, South Africa

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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.

About the Role

This role is for a South African employee with strong customer facing and administrative coordination skills, to support Lyra International's Global Connect Contact Centre.

Location: This is a remote role, and employees need to be able to ensure their own strong and reliable power and wifi connection as these are vital for remote work role. The expectation is for employees to have a Smart phoneto enable remote work.

Hours:  Day and/or night shifts. This role requires shift work to support the LGC Contact Centre.  

Flexibility: Although this is typically a 5 day, 8 hours a day role, due to the nature of the work, this role  requires  flexibility  at  times.  The  person  needs  to  be  flexible  about  supporting meetings outside of the standard working shift due to also forming part of a global team.

Key Responsibilities

CONTACT CENTRE COORDINATOR (NON-CLINICAL):

  • Support the Lyra Global Connect Team with non-clinical Care related asks from client members via the  Contact Centre (Virtual, Chat, Telephone, Email)

  • Receiving incoming contact and supporting with outgoing contact to members seeking Lyra’s support and guidance as part of their Company’s mental health and wellbeing benefit contract with Lyra

  • This will include in-the-moment-guidance on how to access care, advising about suitable services, referrals to suitable countries/counsellors for Care, referral for other related services (e.g. financial guidance, family care resources etc.), administrative support, providing contract and service information, liaising with partners in care (e.g. for support in other countries, languages, time zones etc.), administrative intake and referral for other service streams where clinical consultation is not warranted (e.g. Critical incidents, Learning & Development, Onsite Clinics, Connected Calendars etc.), proactive outreach projects (e.g. service promotion), and more.  

  • Recording, capturing and checking data on the systems used by the Contact Center and maintaining accurate and up to date records. Supporting management with data and reporting needed for regular metrics and ad hoc reporting.

  • Support with dedicated care navigation administrative work when required.

  • Support with coordination, administrative and operational duties needed for successful delivery of care to Lyra members via the LGC Contact Centre

  • Escalate mental health related risks to clinicians/management appropriately and timeously for clinical support

  • This description is not exhaustive and duties may vary as demands of the team and business change

Qualifications

  • Minimum requirement is South African Matric. An additional diploma or

  • degree is advantageous.

  • Experience

  • 1-5 years in EAP administrative role would be advantageous / able to demonstrate multi-stakeholder administrative coordination capabilities in prior experience.

  • Fluent in English

  • Client service orientation; articulate; professional demeanor

  • Computer literacy, confidence learning and navigating online platforms, & ability to type and navigate systems while on a call at a reasonably swift pace

  • Excellent admin skills and confident online navigator (will receive training)

  • Good telephone, chat and virtual manner when communicating

  • Good time management ability, and reliable working independently

  • Ability to work within a team, and flexibility to support differently within the team as new or unexpected workload demands arise

  • Ability to work well under pressure

"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."
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