Clinical Care Navigators (LGC Contact Centre)

1 hour, 58 minutes ago
Full-time
Mid Level
Customer and Technical Support
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1K-5K
Founded 2015
$627M raised

Description

  • Support client members via the LGC Contact Centre across virtual, chat, telephone, and email channels.
  • Provide care navigation, in-the-moment counselling, referrals, psychoeducation, and risk management support.
  • Advise members on suitable counsellors, countries, and related services based on their needs.
  • Handle intake and referrals for additional service streams such as critical incidents, learning and development, onsite clinics, and connected calendars.
  • Liaise with care partners across countries, languages, and time zones to coordinate support.
  • Deliver administrative support, including providing contract and service information to members and stakeholders.
  • Record, capture, check, and maintain accurate and up-to-date data in contact centre systems.
  • Support proactive outreach projects, outreach risk calls, and other clinical or operational duties as needed.
  • Work collaboratively with the team and adapt to changing workload demands and business needs.

Requirements

  • Clinical qualification as a psychologist, counsellor, or social worker.
  • Registration with the HPCSA or the Social Workers Council.
  • Fluent English communication skills.
  • Experience as a competent generalist counsellor across most mental health areas, with specialist experience preferred.
  • Strong client service orientation, professionalism, and articulate communication.
  • Computer literacy and confidence navigating online platforms and systems.
  • Ability to type and manage systems while on a call at a reasonably swift pace.
  • Excellent administrative skills and the ability to merge clinical and operational requirements.
  • Good telephone, virtual, and chat therapy manner.
  • Ability to work independently, manage time well, and perform under pressure.
  • Flexibility to work shift hours, including morning, afternoon, and evening shifts, Monday to Friday.
  • Willingness to attend occasional meetings outside standard local working hours for global collaboration.
  • A smartphone is required for work applications.
  • Ability to maintain a strong and reliable power and Wi-Fi connection for remote work.

Interested in this position?

Apply directly on the company website

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