Clinical Administrator

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

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.
• 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.

Technical Skills

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.

Comfort with using AI tools efficiently and ethically.

Soft Skills

Empathy & Professionalism: Ability to handle sensitive situations with compassion while maintaining strong professional boundaries with both internal staff and external teams and affiliates.

Detail-Oriented: Exceptional accuracy in data entry and record-keeping.

Prioritisation: Ability to manage multiple competing priorities in a methodical way.

Communication: Strong verbal and written communication skills for interacting with affiliates, clients, and internal stakeholders. This includes working with a global team.

Emotional maturity and regulation: Given the nature of the work, it is beneficial to have someone who is able to emotionally regulate, has the ability to prioritise their self-care alongside meeting work requirements and having the communication skills to reach out when they may need additional support.

About you:

Computer literacy & ability to type fast

Ability to effectively merge Clinical and EAP focus

Client service orientation

Good understanding and ability to manage escalations, such as complaints and risk

Maintaining and enhancing the overall customer and affiliate experience

Good time management ability

Strong administrative skills with the ability to articulate well

Ability to work collaboratively

Ability to work well under pressure

Business and commercial awareness

Approachable for affiliates and team members who need assistance and support

"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."

The benefits available to those located in the UAE or MENA. will be consistent with UAE or MENA law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.