Telephone Clinician

Job Description

About Lyra Health

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.

Role Overview:

Lyra Southern Africa are recruiting a Telephone Clinician fluent in English and proficient in any African Language spoken in South Africa to assist with National Support Centre Department. Reporting to the NSC Team Leader, you will play a key role in supporting the company’s period of growth and change and be a role model for the expected behaviours and attitudes.

The role is hybrid to be based in South Africa.

Hours: This is a full time permanent position working five (5) day a week role (Saturday to Wednesday).

Shifts: The successful individual must be willing and able to work Shift Hours as required by the role i.e. Morning, Afternoon and Evening.

Key Responsibilities

• To provide the first point of contact for employees accessing Lyra Southern Africa services
• To provide all the services to which the caller is entitled to in a professional and respectful manner and to standards agreed
• To accurately capture all information on the database pertinent to the clinical management of the case
• To adhere to all clinical protocols and procedures as laid out by Clinical Management
• To adhere to the operational standards as set out by Operational Management

Qualifications

• Minimum of a Master’s Qualification as a Clinical/Counselling/Educational Psychologist and current registration as such with the HPCSA
• Minimum of an Honour’s Qualification as a Clinical Social Worker and current registration as such with the SACSSP
• Minimum of a Bachelor’s Psych Degree with registrations at the HPCSA as a registered counsellor
• Candidate must be able to undertake therapy in English AND Afrikaans languages
• Ability to provide counselling within a short-term framework

Minimum Skillset Required

• Ability to conduct in the moment risk assessments when required
• Ability to function within a structured call centre environment
• Taking ownership and having a pragmatic problem solver mindset
• Knowledge about and skilled in providing Solution Focused Therapy to clients

About You

• Client service orientation
• Articulate
• Good telephone manner and ability to provide telephonic therapy
• Computer literacy & ability to type fast
• Ability to effectively merge Clinical and EHWP focus
• Good time management ability
• Ability to work within a team
• Ability to work well under pressure
• Honest, loyal, and full of integrity
• Organised, ability to plan and prioritises workload effectively
• Continuous improvement mind-set – looking at opportunities to innovate & improve
• Ability to ensure accuracy of data and maintain confidentiality, with high attention to detail
• Excellent verbal and written communication
• Ability to follow procedures accurately and record actions taken at all stages
• Is passionate, enthusiastic, and excited about the opportunity, recognising where they can add value
• Ability to work without close supervision whilst ensuring key issues are escalated as appropriate
• Flexible and adaptable to a fast-paced environment

Why Lyra

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

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 [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.