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Join the team that’s improving access to mental health care services

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Clinical Care Navigators (LGC Contact Centre)

Remote, South Africa

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Overview

We are honored to offer our clients the support of skilled clinical care navigators (CCNs). CCNs manage crises, provide in-the-moment support, ensure client safety, and connect clients to high-quality, evidence-based providers and facilities. CCNs must be comfortable adopting new technology platforms and have a growth mindset. Please note: this position does not involve providing in-person services or therapy, rather connecting clients to care when they need it most.

  • Full-time
  • Salary:
Eunice - Clinical Care Navigator

“My experience working at Lyra has been nothing short of pleasant. The role of being a clinical care navigator is not stress-free, and there certainly are harder days, but they are manageable, all thanks to a supportive team and environment. In my previous roles, I often experienced the “Sunday scaries” but ever since being here, I haven't felt that. That's because I know even through tough calls, I’ll be seen and supported. It's a wonderful opportunity to not only connect people to care, but to be one of the first encounters people have to the world of mental health.”

Eunice Clinical Care Navigator

Perks at Lyra

We manage the business operations so you can focus on providing high-quality mental health care. Here are just some of our perks and benefits:

  • Financial rewards

    Competitive compensation for your session work and administrative work, 401K, equity in the company through discretionary restricted stock units

  • Health benefits

    Comprehensive medical, dental, and vision benefits, along with a free monthly membership to One Medical

  • Lyra for Lyrians

    Full access to Lyra’s mental health services for employees and their eligible dependents—at no charge

  • Time off with pay

    Guilt-free time to unwind and recharge, including 4 weeks of vacation and paid holidays

  • Tech stipend

    Monthly stipend to spend on technology needs

Job description

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: 

Location: South Africa (Remote)

Working Hours & Flexibility

  • Shift work: This role requires shift work to support the LGC Contact Centre. (Morning, Afternoon & Evening) 

  • Monday to Friday   

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

  • A smart phoneis required for this role to access essential work applications.

  • Wi-Fi: This is a remote role, and clinicians need to be able to ensure their own strong and reliable power and wifi connection as these are vital for remote work. 

Key Responsibilities:

CONTACT CENTRE CLINICIAN:

  • Support the Lyra Global Connect Team with Care related asks from client members via the  Contact Centre (Virtual, Chat, Telephone, Email)

  • Receiving incoming and supporting with outgoing contact to members seeking Lyra’s support and guidance as part of their Company’s mental health and wellbeing benefit contract with Lyra

  • This will include dedicated care navigator work, in-the-moment-counselling, advising, referrals to suitable countries/counsellors for Care, referral for other related services (e.g. financial guidance, family care resources etc.), psychoeducation, risk management, managerial psychosocial guidance, administrative support, providing contract and service information, liaising with partners in care (e.g. for support in other countries, languages, time zones etc.), intake and referral for other service streams (e.g. Critical incidents, Learning & Development, Onsite Clinics, Connected Calendars etc.), proactive outreach projects, outreach risk calls, and more.   

  • Recording, capturing and checking data on the systems used by the Contact Center and maintaining accurate and up to date records.

  • Support with dedicated care navigation work when required.

  • Support with clinical and operational duties needed for successful delivery of care to Lyra members via the LGC Contact Centre

  • This description is not exhaustive and duties may vary as demands of the team and business change

QUALIFICATIONS:

Minimum skillset required

  • Clinical Qualification as psychologist or counsellor or social worker and registration with HPCSA or Social Workers Council

  • Fluent in English 

  • Competent Counsellor, up to date as a generalist in most mental health areas, and ideally more specialised in some

  • Client service orientation; articulate; professional demeanor

  • Computer literacy, confidence learning and navigating online platforms, & ability to type and navigate systems while on a call at a reasonably swift pace 

  • Excellent admin skills and confident online navigator (will receive training)

  • Ability to effectively merge Clinical and Operational requirements

  • Good telephone and virtual manner and ability to provide telephonic/virtual/chat therapy.

  • Good Clinical understanding and ability to guide client managers and employees regarding psychosocial matters in the workplace

  • Good time management ability, and reliable working independently

  • Ability to work within a team, and flexibility to support differently within the team as new or unexpected workload demands arise 

  • Ability to work well under pressure

"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."
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