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.
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
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
Lyra Health is the leading provider of Workforce Mental Health benefits, available to more than 17 million people globally. Lyra is transforming access to life-changing mental health care using AI-powered provider matching, personalized support, and a digital platform to deliver evidenced-based support for individuals and teams. Lyra quickly connects members to an exclusive network of mental health providers and well-being tools, to address every mental health need and deliver positive outcomes across race and ethnicity. Independent peer-reviewed research confirms that Lyra’s transformative care model helps people recover twice as fast. For more information about Lyra Health’s Workforce Mental Health benefits for employers, visit lyrahealth.com.
