About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
Role Overview:
To ensure exceptional, accurate, and timely Face to Face Services to customers. This involves, but is not limited to, meeting operational requirements and ensuring customer satisfaction, generating and presenting customer reports promptly and ensuring data integrity.
Location: Remote, to be based in Johannesburg, South Africa
Hours: Standard South Africa hours
Key Responsibilities
Coach and mentor team members to perform
Develop, implement and maintain systems to ensure accurate data manage ment and service delivery within client expectation and contractual SLA
Run individual and team meetings
Assist in the development and growth of the department
Recruitment of new staff that are appropriate fits for all new positions
Manage projects efficiently and effectively and providing accurate feedback where necessary within turnaround times
Conduct monthly assurance assessments for compliance with internal standards of operations to ensure service quality
Plan and execute performance management through effective goal setting that is in line with NSC objectives and quarterly measurement of each subordinate
Provide meaningful performance feedback (within deadlines) and recognise employee efforts.
Develop and maintain Standard Operating Procedures to ensure effective operations
Develop and analyse complex departmental statistics
Qualifications:
Grade 12
Experience
Minimum of two years experience in administration.
Skills:
Good computer literacy
Strong client service orientation
Natural Leader
Ability to work well under pressure Business and commercial acumen Initiative
Strong communication and organizational skills
Good time management
Good team player
Able to work and stay calm under pressure
Able to be creative and solve problems accurately
Strong analytical skills
About You
Demonstrate a deep understanding of the sensitive nature of EAP services; recognise that behind every statistic and admin file is an individual seeking mental health support.
Possesses high emotional intelligence to monitor the mental well-being of the administrative team, who are regularly exposed to distressing case notes and crisis data.
Proven ability to act as a "data translator," effectively communicating complex statistical trends and administrative insights to non-analytical stakeholders.
Skilled at bridging the gap and fostering positive working relationships between the structured, process-driven admin team and the fast-paced, unpredictable clinical triage team.
Maintains a calm, grounded, and focused demeanor during sudden EAP volume spikes or corporate crisis situations that require rapid ad-hoc reporting.
Approaches data discrepancies, system disruptions, or conflicting deadlines with a resilient, solution-oriented mindset
"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." 
