Provider Success Team Lead
Remote, South Africa Remote, South AfricaJob Description
About Lyra Health
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:
The primary purpose of the role is to provide day to day management of the international Connected Calendars team members who support clinical case management, coordination and invoicing for Lyra International Workforce Mental Health customers. This role will collaborate closely with the Provider Relations Team Lead, Onsite Team Lead, Clinical Governance, Coaching, and Technology teams. Collaboration with local in-country teams is also critical, especially in the management of risk and complex cases.
The role is remote to be based in South Africa.
Hours: The successful individual must be willing and able to work shift hours as required by the role: 9am-6pm with availability to flex schedule to attend evening meetings 2-3x/week
The role is a permanent five (5) day a week role (Monday to Friday).
Key Responsibilities:
- Supervise 5-10 team members who deliver clinical and operational provider and client support and services
- Design, implement, and iterate operational processes for case management using Lyra’s clinical CRM
- Provide supervision and assist with consultation and management of high risk and complex cases
- Strong business and commercial awareness
- Manage provider payment function for international network of counselors
- Continually work to streamline invoice processes and ensure accurate and timely payments
- Monitor and report network performance related to clinical outcomes and member satisfaction and adhere to performance guarantees
- Confirm and troubleshoot any issues with CRM performance
- Submit and monitor technical tickets for investigation of issues
- Update and maintain onboarding documentation and resources
- Support maintenance of accurate provider database reflecting provider specialties and fees
- Drive continuous process improvement/efficiencies for global clinical operations
- Drive provider engagement, communication and build strong relationships across the network
- Develop, update, and add resources to provider portal
- Develop and deliver live and recorded workshops (flexible time zones) for mental health clinicians around the world on operational and clinical topics, in collaboration with other teams
Minimum level of experience required (including any industry-specific experience)
- Minimum master’s qualification as a psychologist / social worker or equivalent
- Registration with HPCSA/SACSSP, BACP or related clinical body
- 5+ years’ experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counsellors
- Experience working in Google suite, Salesforce, Tableau, ZenDesk, Jira and Asana is preferred
- Preference will be given to candidates with international work experience
- 3+ years management experience
About You:
- Strong clinical skills to deal with a wide range of complex clinical issues across a multitude of cultures
- Experience with family counseling, couples counseling, and child counseling
- Ability to prioritize among competing demands
- Exceptional project management skills
- Experience and expertise in a complex operation setting
- Experience in the development of processes & protocols
- Excellent administrative skills, written and verbal communication skills
- Excellent English speaking and writing abilities
- Affinity for technical platforms/solutions and basic understanding of product design
- Adept at cross cultural communication and collaboration
Key Competencies:
- Ability to thrive in a fast-paced, high-pressure work environment
- Able to manage change and learn new skills
- Works well independently and escalates risks appropriately
- Customer service oriented
- Organized, detail oriented and efficient
- A natural problem solver, including some basic technical troubleshooting experience
- Flexible to accommodate meetings across global time zones
- Excellent time management and prioritization skills and ability to tackle multiple projects at the same time
- Passion for mental health and changing the healthcare landscape
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."
About Lyra Health
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:
The primary purpose of the role is to provide day to day management of the international Connected Calendars team members who support clinical case management, coordination and invoicing for Lyra International Workforce Mental Health customers. This role will collaborate closely with the Provider Relations Team Lead, Onsite Team Lead, Clinical Governance, Coaching, and Technology teams. Collaboration with local in-country teams is also critical, especially in the management of risk and complex cases.
The role is remote to be based in South Africa.
Hours: The successful individual must be willing and able to work shift hours as required by the role: 9am-6pm with availability to flex schedule to attend evening meetings 2-3x/week
The role is a permanent five (5) day a week role (Monday to Friday).
Key Responsibilities:
- Supervise 5-10 team members who deliver clinical and operational provider and client support and services
- Design, implement, and iterate operational processes for case management using Lyra’s clinical CRM
- Provide supervision and assist with consultation and management of high risk and complex cases
- Strong business and commercial awareness
- Manage provider payment function for international network of counselors
- Continually work to streamline invoice processes and ensure accurate and timely payments
- Monitor and report network performance related to clinical outcomes and member satisfaction and adhere to performance guarantees
- Confirm and troubleshoot any issues with CRM performance
- Submit and monitor technical tickets for investigation of issues
- Update and maintain onboarding documentation and resources
- Support maintenance of accurate provider database reflecting provider specialties and fees
- Drive continuous process improvement/efficiencies for global clinical operations
- Drive provider engagement, communication and build strong relationships across the network
- Develop, update, and add resources to provider portal
- Develop and deliver live and recorded workshops (flexible time zones) for mental health clinicians around the world on operational and clinical topics, in collaboration with other teams
Minimum level of experience required (including any industry-specific experience)
- Minimum master’s qualification as a psychologist / social worker or equivalent
- Registration with HPCSA/SACSSP, BACP or related clinical body
- 5+ years’ experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counsellors
- Experience working in Google suite, Salesforce, Tableau, ZenDesk, Jira and Asana is preferred
- Preference will be given to candidates with international work experience
- 3+ years management experience
About You:
- Strong clinical skills to deal with a wide range of complex clinical issues across a multitude of cultures
- Experience with family counseling, couples counseling, and child counseling
- Ability to prioritize among competing demands
- Exceptional project management skills
- Experience and expertise in a complex operation setting
- Experience in the development of processes & protocols
- Excellent administrative skills, written and verbal communication skills
- Excellent English speaking and writing abilities
- Affinity for technical platforms/solutions and basic understanding of product design
- Adept at cross cultural communication and collaboration
Key Competencies:
- Ability to thrive in a fast-paced, high-pressure work environment
- Able to manage change and learn new skills
- Works well independently and escalates risks appropriately
- Customer service oriented
- Organized, detail oriented and efficient
- A natural problem solver, including some basic technical troubleshooting experience
- Flexible to accommodate meetings across global time zones
- Excellent time management and prioritization skills and ability to tackle multiple projects at the same time
- Passion for mental health and changing the healthcare landscape
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."
Job Description
About Lyra Health
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:
The primary purpose of the role is to provide day to day management of the international Connected Calendars team members who support clinical case management, coordination and invoicing for Lyra International Workforce Mental Health customers. This role will collaborate closely with the Provider Relations Team Lead, Onsite Team Lead, Clinical Governance, Coaching, and Technology teams. Collaboration with local in-country teams is also critical, especially in the management of risk and complex cases.
The role is remote to be based in South Africa.
Hours: The successful individual must be willing and able to work shift hours as required by the role: 9am-6pm with availability to flex schedule to attend evening meetings 2-3x/week
The role is a permanent five (5) day a week role (Monday to Friday).
Key Responsibilities:
- Supervise 5-10 team members who deliver clinical and operational provider and client support and services
- Design, implement, and iterate operational processes for case management using Lyra’s clinical CRM
- Provide supervision and assist with consultation and management of high risk and complex cases
- Strong business and commercial awareness
- Manage provider payment function for international network of counselors
- Continually work to streamline invoice processes and ensure accurate and timely payments
- Monitor and report network performance related to clinical outcomes and member satisfaction and adhere to performance guarantees
- Confirm and troubleshoot any issues with CRM performance
- Submit and monitor technical tickets for investigation of issues
- Update and maintain onboarding documentation and resources
- Support maintenance of accurate provider database reflecting provider specialties and fees
- Drive continuous process improvement/efficiencies for global clinical operations
- Drive provider engagement, communication and build strong relationships across the network
- Develop, update, and add resources to provider portal
- Develop and deliver live and recorded workshops (flexible time zones) for mental health clinicians around the world on operational and clinical topics, in collaboration with other teams
Minimum level of experience required (including any industry-specific experience)
- Minimum master’s qualification as a psychologist / social worker or equivalent
- Registration with HPCSA/SACSSP, BACP or related clinical body
- 5+ years’ experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counsellors
- Experience working in Google suite, Salesforce, Tableau, ZenDesk, Jira and Asana is preferred
- Preference will be given to candidates with international work experience
- 3+ years management experience
About You:
- Strong clinical skills to deal with a wide range of complex clinical issues across a multitude of cultures
- Experience with family counseling, couples counseling, and child counseling
- Ability to prioritize among competing demands
- Exceptional project management skills
- Experience and expertise in a complex operation setting
- Experience in the development of processes & protocols
- Excellent administrative skills, written and verbal communication skills
- Excellent English speaking and writing abilities
- Affinity for technical platforms/solutions and basic understanding of product design
- Adept at cross cultural communication and collaboration
Key Competencies:
- Ability to thrive in a fast-paced, high-pressure work environment
- Able to manage change and learn new skills
- Works well independently and escalates risks appropriately
- Customer service oriented
- Organized, detail oriented and efficient
- A natural problem solver, including some basic technical troubleshooting experience
- Flexible to accommodate meetings across global time zones
- Excellent time management and prioritization skills and ability to tackle multiple projects at the same time
- Passion for mental health and changing the healthcare landscape
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."
About Lyra Health
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:
The primary purpose of the role is to provide day to day management of the international Connected Calendars team members who support clinical case management, coordination and invoicing for Lyra International Workforce Mental Health customers. This role will collaborate closely with the Provider Relations Team Lead, Onsite Team Lead, Clinical Governance, Coaching, and Technology teams. Collaboration with local in-country teams is also critical, especially in the management of risk and complex cases.
The role is remote to be based in South Africa.
Hours: The successful individual must be willing and able to work shift hours as required by the role: 9am-6pm with availability to flex schedule to attend evening meetings 2-3x/week
The role is a permanent five (5) day a week role (Monday to Friday).
Key Responsibilities:
- Supervise 5-10 team members who deliver clinical and operational provider and client support and services
- Design, implement, and iterate operational processes for case management using Lyra’s clinical CRM
- Provide supervision and assist with consultation and management of high risk and complex cases
- Strong business and commercial awareness
- Manage provider payment function for international network of counselors
- Continually work to streamline invoice processes and ensure accurate and timely payments
- Monitor and report network performance related to clinical outcomes and member satisfaction and adhere to performance guarantees
- Confirm and troubleshoot any issues with CRM performance
- Submit and monitor technical tickets for investigation of issues
- Update and maintain onboarding documentation and resources
- Support maintenance of accurate provider database reflecting provider specialties and fees
- Drive continuous process improvement/efficiencies for global clinical operations
- Drive provider engagement, communication and build strong relationships across the network
- Develop, update, and add resources to provider portal
- Develop and deliver live and recorded workshops (flexible time zones) for mental health clinicians around the world on operational and clinical topics, in collaboration with other teams
Minimum level of experience required (including any industry-specific experience)
- Minimum master’s qualification as a psychologist / social worker or equivalent
- Registration with HPCSA/SACSSP, BACP or related clinical body
- 5+ years’ experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counsellors
- Experience working in Google suite, Salesforce, Tableau, ZenDesk, Jira and Asana is preferred
- Preference will be given to candidates with international work experience
- 3+ years management experience
About You:
- Strong clinical skills to deal with a wide range of complex clinical issues across a multitude of cultures
- Experience with family counseling, couples counseling, and child counseling
- Ability to prioritize among competing demands
- Exceptional project management skills
- Experience and expertise in a complex operation setting
- Experience in the development of processes & protocols
- Excellent administrative skills, written and verbal communication skills
- Excellent English speaking and writing abilities
- Affinity for technical platforms/solutions and basic understanding of product design
- Adept at cross cultural communication and collaboration
Key Competencies:
- Ability to thrive in a fast-paced, high-pressure work environment
- Able to manage change and learn new skills
- Works well independently and escalates risks appropriately
- Customer service oriented
- Organized, detail oriented and efficient
- A natural problem solver, including some basic technical troubleshooting experience
- Flexible to accommodate meetings across global time zones
- Excellent time management and prioritization skills and ability to tackle multiple projects at the same time
- Passion for mental health and changing the healthcare landscape
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."
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