International Critical Incident Services Coordinator (CIS Coordinator)

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.

This role is for a South Africa-based administrative coordinator within Lyra International’s central

Critical Incident Services (CIS) Team, within the Care Operations department.

The coordinator will support the Management teams and a team of Consultants servicing

Critical Incident Services and associated Clinical Services, with administrative duties in the

operational delivery of Care to Lyra’s global customers.

Remote: This is a remote role to be based in South Africa.

Wi-Fi: 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.

• Coordination and allocations: Support with allocation of work to various stakeholders including Lyra’s local provider subsidiaries and partners, Clinical Consultants, Direct Affiliate Networks, and other Operational support teams as needed.
• Data Support: Support with data handling, correspondence follow up for case/event data, data capture and data checking, and related work, including customer satisfaction and related feedback data.
• Professional Correspondence: Support with mailbox handling and correspondence with clients, internal, and external stakeholders on administrative / service coordination matters.
• SLA, Operational and Financial duties: Support the smooth operational management of and SLA adherence of service portfolios by carrying out administrative and coordination related duties, supporting technology-tool set-ups for selective projects where needed, and timeous and accurate processing of financial documents and data for purposes of commercial in-contract allocations, provider payments, and customer billing.
• Risk Escalation: Escalate clinical enquiries, clinical risks, and service concerns/complaints/escalations to the necessary Consultants and Management teams for timeous and compliant handling.
• Additional administrative duties: This job description is not exhaustive and may be amended or added to as the role develops and as business demands change.

"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.

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