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.
About the Role
Lyra is looking for a Provider Support Coordinator to join the international operations team and assist with international network provider support. The ideal candidate will be an organized, customer-service oriented professional with an affinity for technical troubleshooting and possess strong problem solving skills and adaptability to change.
Objective and Scope
The objective of this engagement is to provide operational support to mental health providers by assisting with provider support through ticket triage and resolution. The role will focus on delivering clear, accurate, and timely responses to provider inquiries while maintaining high attention to detail.
The scope of work includes executing established workflows for ticket intake, triage, routing, and resolution across Network Operations support queues. The employee will follow defined procedures and established policies to resolve assigned tickets efficiently.
Location: Remote, to be based in South Africa
Hours: 9am to 6pm OR 10am to 7pm
Key Responsibilities
Provider Ticketing Resolution: Provide timely and professional service by triaging and resolving support requests within established service-level expectations, including meeting minimum daily ticket completion requirements. This includes monitoring and resolving “Admin Support” tickets involving common Salesforce questions (e.g., password resets, report generation, data entry guidance, and basic troubleshooting) via Zendesk and email as well as general questions related to the Lyra online booking experience.
Process & Policy Adherence: Follow established workflows, utilizing approved macros and operational procedures to ensure consistency and accuracy in all provider communications.
Meeting Participation: Attend various scheduled meetings as required to stay aligned on feedback, identifying recurring provider issues, and receiving updates.
Operational Trend Feedback: Identify and flag recurring themes in provider inquiries, including potential system bugs or consistent provider grievances, to be shared during scheduled team meetings.
Knowledge Base Improvements: Draft and update internal Standard Operating Procedures (SOP’s) and external-facing Help Center articles to empower providers with self-service options.
Building and Leveraging AI Support Tools: Contribute to the testing, refinement, and successful deployment of new AI tools designed to enhance provider self-service and streamline internal support workflows.
Monitoring Network Performance Stats: Monitor network adequacy for virtual and in person care through Tableau dashboards, including availability and capacity surfacing and preference fulfillment.
Process Improvement: Work with stakeholder teams to improve our ticketing processes and tools. Understand and track the metrics that matter when improving our service delivery to providers.
Qualifications
Minimum Bachelor’s degree in psychology or related field
2+ years experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counselors
Experience working in Google suite, Salesforce, ZenDesk, and Jira preferred
Experience working internationally preferred
Excellent English speaking and writing abilities
Ability to work independently, multi-task, and coordinate others’ efforts to drive towards aggressive deadlines.
Ability to balance strong attention to detail with understanding broader strategic and business objectives and goals.
Great team player who is able to proactively make contributions to support the growth of fellow team members and the overall team culture.
Strong analytical, written and verbal communication skills; able to adjust communications for different cross- cultural audiences.
Experience and expertise in a complex operations setting
Experience in the development of processes & protocols
“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 [email protected]. 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.
