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 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 $ million. Lyra Health is 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.

Role Overview

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:

1. Additional Counselling Session requests
2. Ad Hoc / Temporary Onsite Counselling services
3. Proactive Outreach Projects
4. Customer-specific Care Projects / Offering
5. Organizational (Mental) Health Evaluation Services
6. Mediation Services

CSS Operations Oversight: Ensuring best-practice policies and procedures are established, implemented, and improved upon where necessary. 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. Handle CSS escalations and complaints with professionalism, tact, and in the best (overarching) interests of Lyra.

Key Responsibilities

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.).

Technology / Systems: 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.

Global Stakeholder Oversight: 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 of 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 to 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.

Requirements

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.).

About You

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.