[Hiring] EAP Specialist @Lyra Health

Role Description

The Lyra International clinical governance team is responsible for quality assurance across our network of subsidiaries, licensees and partners. The EAP Specialist role will contribute towards clinical and operational protocols that drive high service delivery standards as well as to track and monitor the operational performance of our global partners. The incumbent of this role will also assist in managing global customer complaints and working with the various partners to ensure that the root causes of service delivery failure are identified, and processes are put in place to reduce further challenges and track changes.

This is a remote role to be based in South Africa, with working hours from 8am to 5pm, Monday to Friday. The successful candidate will be expected to demonstrate flexibility in their working hours and will be required to come into the office once a month.

Key Responsibilities

• Supporting the Management of Customer Feedback
• Working with Clinical Lead and Clinical Director to review and respond to negative customer feedback in accordance with the Lyra Global Complaints management policy.
• Establishing and maintaining relationships with partners
• Holding relationships with a select group of our in-country partners to ensure their local service delivery is in full accordance with Lyra protocols.
• Working with global partners to understand in-country services in-depth to provide overall business information to the sales and operational teams.
• Contributing towards the risk register for global partners and working on quality improvement programs.
• Quality assuring reporting and metrics collection
• Ongoing monitoring of defined operational and clinical metrics such as CORE 10, GAD/PHQ, risk flags and work impact scores.
• Providing training to partners to assist them in adhering to the required protocols, SLAs and reporting.
• Process and Protocol Development and Implementation
• Development and implementation of service standards and processes that form part of our Global Clinical Standards for existing and new services.
• Managing clinical projects as assigned by the Clinical Lead and Clinical Director.

Qualifications

• Masters Level clinical qualification (Psychology, Counselling Social Work, or similar)
• Experience in project management
• More than 5 years’ experience of working in a clinical operational setting
• Experience of working in EAP and internationally is a distinct advantage

Requirements

• Confidence in working with numbers and univariate statistical analysis
• Advanced Excel/Google sheet skills
• Knowledge of Power BI and Tableau would be an advantage
• Extensive experience and expertise in a complex operations setting
• Solid experience in the development of processes, protocols & metrics
• Excellent administrative skills
• Excellent telephone/online manner
• Excellent English speaking and writing abilities
• Good clinical skills and the ability to consult with various partners on clinically complex or high-risk cases

About You

• Professional and quality orientated approach to work
• Enthusiastic and persuasive
• Excellent problem-solving skills
• Can develop and sustain mature working relationships
• Able to work independently and as part of a team
• Ability to effectively negotiate between different parties to achieve the best possible outcomes for the business
• Open to change and ability to work with ambiguity
• Aware of impact of own actions on workload of others and the business (self responsibility)
• Assertive
• Ability to function effectively under pressure
• Ability to do multi-tasking in terms of set standards