Affiliate Program Coordinator

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

Lyra is looking for a Mental Health Affiliate Program Coordinator join the international operations team and assist with the expansion of our international network. 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.

The primary purpose of the role is to own affiliate provider onboarding processes and systems.

You will onboard, train and support international counselors outside the U.S. who are providing Connected Calendars (online appointment booking) for Lyra International customers.

You will also be responsible to maintain accurate onboarding materials and process documents.  In this role you will collaborate closely with the Recruitment Specialist, International Clinical Operations, Clinical Case Manager, and Clinical Governance, and local in-country teams to ensure the successful launch and maintenance of the international Connected Calendar program.

This candidate will report to the Manager of Provider Relations. This role is remote with the option to occasionally work from our Johannesburg office. 

• Collaborate closely with recruitment specialist and in-country teams to onboard new mental health providers in international locations outside the U.S.
• Collect provider profile details including demographic information, photo, bio, and specialties
• Facilitate onboarding process, follow up with providers on application status, quality assure provider profile details, assist with calendar set up and integration
• Confirm and troubleshoot any issues with profiles surfacing correctly (e.g. language, countries, specialities, availability, services)
• Submit and monitor technical tickets for investigation of issues related to provider surfacing, referrals, or platform irregularities
• Update and maintain onboarding documentation and resources for future country launches
• Develop and deliver live and recorded workshops for connecting calendars (flexible time zones)
• Maintain accurate provider database reflecting provider availability including processing terminations
• Collaborate across teams to implement solutions to enable in person search for care and expanded diversity
• Drive continuous process improvement/efficiencies for global clinical operations
• Drive provider engagement, communication and build strong relationships across the network
• Develop, update, and add resources to provider portal 

• Minimum Bachelor’s degree in psychology or related field is desirable.

• Experience and expertise in a complex operations setting is desirable
• Experience in the development of processes & protocols  
• Extensive experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counselors is advantageous
• Experience working in Google suite, Salesforce, Tableau, ZenDesk, Jira and Asana is preferred

• You will have international professional experience and the ability to adapt and work with people from different cultures and backgrounds.
• You will have strong English speaking and written skills
• Strong analytical, written and verbal communication skills with the ability to adjust communications for different cross- cultural audiences.
• A strong team player who is proactively able to make contributions to support the growth of fellow team members and the overall team culture
• Must have strong attention to detail whilst understanding broader strategic and business objectives and goals.
• Ability to work independently, multi-task, and coordinate others' efforts to drive towards aggressive deadlines.

• Holidays: 21 days per year + public holidays (Full time) 
• Discretionary bonus scheme
• Group Life Cover
• Disability Cover
• Employee Assistance Programme

"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."

The benefits available to those located in the South Africa. will be consistent with South Africa law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.