Job Description

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.

The Counselling Operations Manager is pivotal in managing and enhancing clinical operations across Singapore, ensuring alignment with local regulations and Lyra's global standards.

This role is instrumental in driving operational excellence, enhancing service delivery, and maintaining compliance within the Singaporean healthcare framework. The manager will lead local clinical operations in collaboration with key stakeholders.

The Counselling Operations Manager will lead in initiatives for quality assurance, data integrity, and effective management of clinical operations partnerships to optimize patient outcomes and customer satisfaction.

Key Responsibilities:

1. Counsellor Network Management:

• Develop and maintain a strong network of affiliates in Singapore to enhance service capabilities and meet customer demands.
• Ensure that the clinical operations team onboard, train, and continuously support new affiliates and clinical teams, reinforcing Lyra’s standards and local compliance.
• Manage referrals from regional call centre and hand over processes.
• Ensure the call centre team is up to date on developments and protocols in Singapore and manage relationships between key call centre stakeholders.
• Monitor and manage all costs and compliance related to affiliate management include contract preparation, implementation and monitoring.
• Maintain strategic relationships with psychiatrists and allied health professionals to ensure that Lyra Singapore has appropriate psychiatric pathways for higher acuity of care.

2. Quality and Compliance Management:

• Oversee adherence to all local and international clinical protocols, standards, and procedures in collaboration with key stakeholders. 
• Implement and maintain rigorous quality assurance processes to ensure compliance with healthcare regulations and standards.
• Support team to ensure that clinical services are delivered in line with Lyra global standards and within the SLAs of customers.
• Manage the accuracy and confidentiality of clinical data within the organizational database, ensuring all records are current and precise.
• Support in managing high-profile and complex clinical cases, ensuring they are handled with the utmost professionalism and in line with best practices.
• Drive team to conduct case reviews for compliance with internal standards of operations to ensure service quality.
• Remains responsible for counselor productivity, writes case assignment guidelinesAssist with projects as required (e.g., consulting, report writing, ad hoc client company requests

3. Strategic Operations and Reporting:

• Analyse operational workflows and provide strategic management reports and metrics to enhance decision-making and operational adjustments.
• Lead initiatives to align local operations with global practices, adapting processes to meet regional needs.
• Manage the clinical operations team budget ensuring that the budgeting process accurately reflects the operations’ needs and that the budget is adhered to in the financial year managing core operating costs in an efficient manner

4. Stakeholder Engagement:

• Collaborate with global clinical & operations teams to ensure cohesive service delivery.
• Engage in business development and client servicing activities to support customer contract negotiations and renewals.
• Provide support and coordinate with all stakeholders in the business in relation to clinical matters, for example supporting admin staff or in the moment counsellors
• Work in collaboration with commercial and other sales functions to grow revenue, develop innovative products and build the Lyra brand.

5. Onsite Clinics:

• Work with the global team to directly manage any onsite clinics that are part of our service offering to our customers. This will include case management, capacity monitoring, recruitment and customer engagement. It will also include developing locally relevant clinical and operational protocols that align to global standards. 

Requirements:

• Minimum of a Master’s Qualification as a Psychologist or a Counsellor
• Minimum of 5 years of working clinical experience
• Extensive experience in clinical operations management within Singapore or similar regulatory environments.
• Strong leadership qualities with the ability to motivate and guide teams.
• In-depth knowledge of Singapore’s healthcare regulations and service standards.
• Excellent problem-solving, communication, and interpersonal skills.
• Commitment to maintaining the highest levels of clinical governance and patient care.

"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] more information about how we use and retain your information, please see our Workforce Privacy Notice."

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