Contact Centre Clinicians (Dedicated Care Navigators)

About Lyra HealthLyra 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 OverviewRemote 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):PreferredThis 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 SASTShift 2 - 6am - 3pm SASTShift 3 - 9am - 6pm SASTShift 4 - 2pm - 11pm SASTKey ResponsibilitiesContact 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 p[art 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 moreRecording, capturing and checking data on the systems used by the Contact Center and maintaining accurate and up to date recordsContact 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 RequiredClinical Qualification as psychologist or counsellor or social worker and registration with HPCSA or SA Social Workers CouncilFluent in EnglishCompetent Counsellor, up to date as a generalist in most mental health areas, and ideally more specialised in someClient service orientation; articulate; professional demeanorComputer literacy, confidence learning and navigating online platforms, & ability to type and navigate systems while on a call at a reasonably swift paceExcellent 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 therapyGood Clinical understanding and ability to guide client managers and employees regarding psychosocial matters in the workplaceGood time management ability, and reliable working independentlyAbility 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.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."