EAP Specialist

1 hour, 13 minutes ago
Full-time
Senior
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

  • Review and respond to negative customer feedback in line with the global complaints management policy.
  • Maintain relationships with selected in-country partners to ensure local service delivery aligns with Lyra protocols.
  • Work with global partners to understand in-country services and provide operational information to sales and operations teams.
  • Contribute to the risk register for global partners and support quality improvement programs.
  • Monitor operational and clinical metrics such as CORE 10, GAD/PHQ, risk flags, and work impact scores.
  • Provide training to partners on required protocols, SLAs, and reporting requirements.
  • Develop and implement service standards and processes for existing and new services.
  • Manage clinical projects assigned by the Clinical Lead and Clinical Director.
  • Identify root causes of service delivery failures and support corrective process changes.
  • Support quality assurance across subsidiaries, licensees, and partners.

Requirements

  • Master’s-level clinical qualification in Psychology, Counselling, Social Work, or a similar field.
  • More than 5 years’ experience in a clinical operational setting.
  • Experience in project management.
  • EAP experience is a distinct advantage.
  • International experience is a distinct advantage.
  • Confidence working with numbers and performing univariate statistical analysis.
  • Advanced Excel or Google Sheets skills.
  • Knowledge of Power BI and Tableau is an advantage.
  • Extensive experience in a complex operations setting.
  • Excellent English speaking and writing abilities.

Benefits

  • Remote role based in South Africa.
  • Permanent position, five days a week, Monday to Friday.
  • Working hours are 8am to 5pm.
  • Expectation of flexibility in working hours due to the global nature of the business.
  • Required to come into the office once a month.
  • Equal Opportunity Employer status.
  • Preference given to suitably qualified candidates from designated groups, including persons with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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