Contact Centre Clinicians

About Lyra Health 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 Remote Work: The individual is expected to have reliable backup power supply and a strong, stable WiFi connection as these are essential requirements for effectively performing in a remote capacity. Hours: Shift Hours with the following options (shifts may vary slightly depending on client demand fluctuations): This is a 5 day per week role; Monday to Friday. The following shift options are available and the successful individuals may select their preferred schedule: Working Hours Available; South Africa Standard Time (SAST) Shift 1 - 4am - 1pm SAST Shift 2 - 6am - 3pm SAST Shift 3 - 9am - 6pm SAST Shift 4 - 2pm - 11pm SAST 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. Contact Centre Clinician As Dedicated Care Navigator (DCN): These clinicians roles will firstly prioritise dedicated care navigator work as a mode of contact. This will involve being available for online bookings to conduct scheduled virtual/telephonic/chat calls with new and existing members. I want to easily see that my CN has availability soon (SLA within 3 days, aim for 2 days). These calls may involve supporting members with intake and access to care (as per contact centre clinician general scope) AND supporting members in a care process or after a care process with ongoing support needs. Such needs may be: platform and access to care navigation‑related requirements and changes, clinical support of their care journey (e.g. support member in applying learnings from their counselling), counselling for crisis where required (including risk management), and practical support (guidance to other appropriate resources). Minimum Skillset Required Clinical Qualification as psychologist or counsellor or social worker and registration with HPCSA or SA 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 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. In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities. 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. #J-18808-Ljbffr