About LyraLyra 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.The Senior Clinical Administrator plays a vital role in ensuring the smooth and efficient operation of the Clinical Operations department. Acting as the bridge between clinical staff, clients, and administrative functions, this individual would manage some of the workflows of non-clinical and clinical cases, supports the clinical case managers, affiliate network, and ensures compliance with service level agreements (SLAs). Lyra MENA is looking to appoint a permanent EAP senior clinical administrator to enhance the quality of client case management, to maximise satisfaction and service delivery of EAP (Wellbeing and WFMH) services.
The ideal candidate combines strong administrative organisational skills with a clear understanding of general mental health terminology, clinical workflows, and the sensitive nature of EAP services.
Key Responsibilities
- 1. Clinical Case Management Support
- Intake & Triage: Monitor incoming case queues, ensuring referrals are processed promptly and assigned to appropriate clinical case managers, affiliates, etc.
- Case Coordination: Assist internal clinical case managers and affiliates with case file management, supporting affiliates with technical issues related to dedicated affiliate portal, data entry, and tracking authorisation periods, invoices, etc.
- Crisis Protocol: Act as a first point of administrative contact during high-volume periods, escalating urgent or high-risk cases to clinical case managers immediately.
- Documentation: Ensure all clinical documentation is uploaded to the relevant systems accurately and within required timeframes.
- Mentorship & Training: Train and guide existing clinical administrative staff and serve as a mentor for junior administrators.
- Workflow Oversight: Act as the administrative lead by monitoring the department & overall case queues and workload to ensure the team is meeting SLAs and reallocating resources during high-volume surges.
- Quality Audits: Conduct weekly spot-checks of case files created by intake and Connected Calendar affiliates and to ensure data integrity, proper coding, and documentation compliance. Keeping affiliate scorecards up-to-date and ready for KPI feedback.
- CISM Coordination: Lead the logistical coordination of Critical Incident Stress Management (CISM) responses for large-scale onsite trauma events (e.g., arranging travel and briefing materials for counsellors deploying to onsite customer locations), working with the Clinical Lead.
- Network Gap Analysis: Proactively identify gaps in the provider network (e.g., lack of child psychologists in a specific country; lack of additional legal providers in specific country, etc) and work with the Provider Network Developer.
- 2. Operational & Administrative Duties
- Monitoring and Reports: Generate weekly and monthly reports on key performance indicators (KPIs) such as affiliate scorecards, call answer rates, and case turnaround times.
- Billing Support: Reconcile provider invoices against authorised sessions and resolve billing discrepancies in collaboration with the clinical case mana finance team. This will cover invoicing for service provision across EAP
- Process Improvement: Identify bottlenecks in the case management workflow and suggest administrative solutions to improve efficiency and the client/affiliate experience.
- Data Corrections: Pull regular data corrections for the internal/external team to review and fix
- Technical/IT ticket support: Keeping track of system updates that may require troubleshooting with affiliates and the case management team, attending monthly technical support meetings
- 3. Compliance & Privacy
- Compliance: Strictly adhere to GDPR regulations and confidentiality standards regarding Protected Health Information (PHI) in all communications and record-keeping.
- Audit Prep: Assist the Clinical Lead in preparing files and data for internal and external audits.
Requirement and Qualification:
- Bachelor’s degree in healthcare administration, Psychology, Social Work, or a related field (or equivalent work experience).
- 2+ years of administrative experience in a healthcare, mental health, or insurance setting.
- Specific experience within an EAP or behavioural health managed care organisation is highly preferred.
- Excellent fluency in English; with Arabic, Hindi, Urdu being beneficial.
- Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).
- Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
- Familiarity and comfort with basic clinical terminology.