LGC Care Navigator Coordinator (Non-Clinical)
About the Role
This role is for a South African employee with strong customer facing and administrative coordination skills, to support Lyra International's Global Connect Contact Centre.
Location: This is a remote role, and employees need to be able to ensure their own strong and reliable power and wifi connection as these are vital for remote work role. The expectation is for employees to have a Smart phone to enable remote work.
Hours: Day and/or night shifts. This role requires shift work to support the LGC Contact Centre.
Flexibility: Although this is typically a 5 day, 8 hours a day role, due to the nature of the work, this role requires flexibility at times. The person needs to be flexible about supporting meetings outside of the standard working shift due to also forming part of a global team.
Key Responsibilities
CONTACT CENTRE COORDINATOR (NON-CLINICAL):
Support the Lyra Global Connect Team with non-clinical Care related asks from client members via the Contact Centre (Virtual, Chat, Telephone, Email)
Receiving incoming contact 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 in-the-moment-guidance on how to access care, advising about suitable services, referrals to suitable countries/counsellors for Care, referral for other related services (e.g. financial guidance, family care resources etc.), administrative support, providing contract and service information, liaising with partners in care (e.g. for support in other countries, languages, time zones etc.), administrative intake and referral for other service streams where clinical consultation is not warranted (e.g. Critical incidents, Learning & Development, Onsite Clinics, Connected Calendars etc.), proactive outreach projects (e.g. service promotion), and more.
Recording, capturing and checking data on the systems used by the Contact Center and maintaining accurate and up to date records. Supporting management with data and reporting needed for regular metrics and ad hoc reporting.
Support with dedicated care navigation administrative work when required.
Support with coordination, administrative and operational duties needed for successful delivery of care to Lyra members via the LGC Contact Centre
Escalate mental health related risks to clinicians/management appropriately and timeously for clinical support
This description is not exhaustive and duties may vary as demands of the team and business change
Qualifications
Minimum requirement is South African Matric. An additional diploma or
degree is advantageous.
Experience
2-5 years in EAP administrative role would be advantageous / able to demonstrate multi-stakeholder administrative coordination capabilities in prior experience.
Fluent in English
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)
Good telephone, chat and virtual manner when communicating
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
Healthcare pay context
Based on 3,360 disclosed Healthcare salaries on RoleSuite, the role pays a median of $110K/year, with most offers between $86K and $165K (10th–90th percentile: $66K–$250K).
See the full Healthcare salary breakdown →