Clinical Manager

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

Lyra Health are recruiting a Global Clinical Specialised Services (CSS) Manager to support the Global Care operation.

The successful candidate will be based in South Africa, ideally in a commutable distance to Johannesburg office but spend the majority of their time working from home.

• CSS Portfolio oversight:
• Non-standard / out-of-standard-contract Clinical Care requests associated with Lyra’s offerings
• Sometimes involving partnership with Customer-contract owners and other Lyra stakeholders to co-design bespoke projects and adapt delivery of clinical and associated services to a specialised customer need/context
• Including but not limited to overseeing the teams, products, and partnerships that aim to deliver:
• Additional Counselling Session requests
• Ad Hoc / Temporary Onsite Counselling services
• Proactive Outreach Projects
• Customer-specific Care Projects/Offering
• Organizational (Mental) Health Evaluation Services
• Mediation Services

• Oversee smooth running of operations and adapt / develop new Standard Operating procedures as and when needed
• Work closely with other departments at Lyra to ensure smooth running of cross-departmental processes (e.g. Finance, Technology, Application Development, Client Services, Lyra USA service equivalent partners, Reporting and BI etc.)
• Management of financial processes and resources within the operation, to support profitable service delivery wherever possible
• CSS Data management: For client EAP/WFMH Programme reporting; for Internal metrics & management reports; for impact measures
• Scalability and Translation of Operational components where required (e.g. surveys etc.)
• Handle CSS escalations and complaints with professionalism, tact, and in the best (overarching) interests of Lyra  

• People Management:
• Performance Management of Global CSS Team members
• Assist in developing the necessary skills and competencies within the team to ensure effective team functioning
• Address people management issues timeously, and oversee employee leave timeously, and in alignment with people-policies
• Demonstrate behaviours that build psychological safety and encourage healthy and sustainable behaviours in the team (e.g. respectful communications, teamwork, self-care, appreciation of diversity, accountability,  reasonable accommodations etc.)

• Advocate for and support with effective operations of Lyra technology and systems that support the CSS team for efficiency, accuracy and timely delivery.
• Liaise with Lyra International Technology Teams as well as LYRA USA Technology Teams to align systems and technology with CSS operational requirements.
• Scope for system improvements as and when needed.
• Ensure Systems meet reporting and data management requirements in order to deliver high quality report feedback and show service value.

• Work with Global Customers, CS Representatives from Lyra, and Lyra’s Provider Network to deliver CSS services effectively globally, regionally and at local level.
• Oversee Operational Delivery, SLA Compliance, and Commercial Adherence with diverse types providers within the Network, whilst maintaining positive and effective working relationships:
• Local LYRA owned entities and Licensee offices, Local Independent Providers, Direct Global Affiliate Network.
• Occasionally, support in driving recruitment for specific affiliate/provider roles as and where needed for delivery of CSS services.
• Develop Standard Operating Procedures for all providers where appropriate relative Operational functions: to ensure greater consistency and efficiency in global CSS work, and work to educate all providers, upskill where necessary, monitor adherence, and address misalignment where necessary.

• Minimum of 2 years experience working within Employee Wellbeing / EAP or related industry
• Professional experience working within Clinical/Counselling Operations environment
• Minimum of 2 years people leadership experience is essential for this role.
• Professional clinical qualification and registration (Counsellor, psychologist, social worker etc.)

• Strong understanding of logistics and operational processes
• You will be a self starter, influential leader, and agile in the face of change-demands
• Excellent customer facing skills (not just customer facing and clinical, also EAP commercial contacts and global provider partners)
• Competent working remotely and using virtual platforms for interaction
• You will be computer literate and comfortable working with clinical data management systems, and manipulating data for internal reporting
• Experience working with commercial elements and financial management will be valued
• Experience working across multiple countries / globally will be valued
• Flexible way of working to occasionally support with meetings outside of standard working hours in-country is expected

"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."