Key Responsibilities:

CONTACT 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 part 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 more.   

Recording, capturing and checking data on the systems used by the Contact Center and maintaining accurate and up to date records.

Support with dedicated care navigation work when required.

Support with clinical and operational duties needed for successful delivery of care to Lyra members via the LGC Contact Centre

This description is not exhaustive and duties may vary as demands of the team and business change

QUALIFICATIONS:

Minimum skillset required

• Clinical Qualification as psychologist or counsellor or social worker and registration with HPCSA or Social Workers Council

• Fluent in English 

• Competent Counsellor, up to date as a generalist in most mental health areas, and ideally more specialised in some

• 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)

• Ability to effectively merge Clinical and Operational requirements

• Good telephone and virtual manner and ability to provide telephonic/virtual/chat therapy.

• Good Clinical understanding and ability to guide client managers and employees regarding psychosocial matters in the workplace

• 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