EOS (Enhanced Operational Services) Coordinator

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. About the Role

The primary purpose of the role is to manage the Enhanced Operational Services (EOS) teams mailbox/allocations and onsite counselling clinic affiliate placements and management and team specific administration for the case consultancy department through creating positive, enduring relationships with team members and other departments.

Location: Johannesburg, South Africa

Hours: Standard Schedule: Monday to Friday, 8am to 5pm

Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.

WiFi: While working off-site/remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.

Responsibilities:

• To manage emails in the team specific mailbox
• To assign cases from queues and mailbox
• Managing affiliates placements in conjunction with Client Success Team
• Handling of placements, resignation and/or terminations of our therapists at our onsite clinics
• Receiving clinic request forms and sourcing affiliates according to the request within the requested TAT
• Creating affiliate bio’s to share with client companies
• Induction and training of new onsite therapists on processes and protocols (ensuring they are fully on boarded before they start at the clinic)
• Managing arrangements for all medical-inductions & safety with our clients
• Communicating with clients making sure all onsite clinics consultations rooms is ready for our onsite affiliates
• Managing leave/absence from affiliates
• Opening of all Walk-ins
• Allocating of all Africa cases (including the opening and allocation of Africa managerial cases)
• Opening and referring of all managerial cases received for onsite to affiliates, and allocating to a case manager for further management (acknowledgement must also be sent to referrers)
• Assist Case Consultancy with Customer Voice (sending it out and collating feedback)
• Sending out Newsbytes and routine communication internally and to service Providers
• Confirm clinic closure dates over holiday (year end) period and communicate with all stakeholders
• Assist with customer satisfaction surveys as required by team leader
• Ad hoc requests

Minimum Level Of Experience Required and Qualifications:

• 5 years or more in an administrative position.
• Google proficiency
• Monitoring & Tracking various processes

Qualifications And Experience Required

• Grade 12, Senior Certificate (Matric)
• Admin qualification would be beneficial and EAP experience

About You:

• Ability to handle pressure and work efficiently in a team
• Take responsibility, show initiative
• Customer focussed and innovative
• Computer literate in MS Word, PowerPoint and Excel
• Understand Genesis system
• Meticulous
• Problem solver
• Agile
• Critical thinker
• Team work coordination and planning
• Leadership/management skills
• Project management skills

"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."

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.