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 to 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 for maintaining accurate onboarding materials and process documents. In this role, you will collaborate closely with the Recruitment Specialist, International Clinical Operations, Clinical Case Manager, 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 setup and integration.
• Confirm and troubleshoot any issues with profiles surfacing correctly (e.g. language, countries, specialties, 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.