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 Health is looking for a Digital Administrator to serve as the primary operational administrator for our global CRM ecosystem and telephony infrastructure. This role sits at a unique intersection: you will manage the technical tools and data that allow our providers to focus on what matters most—delivering life-changing care to members. You will be the "boots on the ground" lead for system deployments across international markets, ensuring our technology is reliable, our data is clean, and our teams are trained to succeed.
Remote: This role is remote, to be based in South Africa
Hours: 8am to 5pm. The successful individual will need to demonstrate flexibility with office hours, as work schedules may vary depending on business needs.
Wi-Fi: While working off-site/remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.
Key Responsibilities
1). CRM Administration & Global Support
System Administration: Serve as the lead administrator for our global CRM, managing user access, feature rollouts, and system improvements
International Deployment: Facilitate the operational rollout of technology into new international markets, ensuring tools are localized and ready for Day 1
User Advocacy: Act as the bridge between technical engineering and end-users, translating complex system updates into clear, actionable improvements for our teams
2). Data Governance & Process Automation
Data Integrity: Enforce data governance standards to ensure clinical and financial reporting remains highly accurate
Self-Service Innovation: Build and maintain documentation and automated workflows that allow partners to manage data independently, reducing manual administrative overhead
Portal Management: Oversee the data connection portal with global partners to ensure all international data ingestion adheres to a unified global schema and maintains architectural consistency across all markets
3). Training & Change Management
Curriculum Execution: Develop and lead training cycles for Clinical and Support teams to ensure every user feels confident in the tech stack
Adoption Monitoring: Track system usage metrics to identify knowledge gaps and provide targeted refresher training as the platform evolves
Documentation: Own the library of standard operating procedures (SOPs) and technical guides for all system changes
4). Technical Operations & Vendor Management
Infrastructure Stability: Manage vendor relationships for telephony and chat support tools, ensuring consistent system uptime and availability
Incident Response: Act as the primary escalation point for system disruptions, resolving technical hurdles within established service level targets
Financial Control: Validate and process monthly vendor invoices and manage cost-quoting accuracy to ensure operational efficiency
New Tech Rollouts: Lead the validation and implementation of emerging support technologies, ensuring they integrate seamlessly into existing clinical workflows
The Impact & Your Growth
High-Stakes Mission: By ensuring our telephony and CRM systems never fail, you directly ensure that a member in a moment of need can always reach a provider
The Intersection of Care & Tech: You will gain rare experience managing a global tech stack specifically designed for healthcare delivery, blending technical administration with human-centric operations
Upward Mobility: This role offers growth potential. As you master the operational backbone of Lyra, you will be positioned for tracks across Clinical Operations, Technical Program Management, or Innovation and Enablement
Minimum Requirements
Suitable qualification in business or similar
Minimum of five years of experience within an EAP setting
Demonstrated experience of proficiency on relevant systems
Minimum Skillset Required
Excellent verbal and written communication skills
Strong analytical skills
Strong and a demonstrated ability to work successfully on cross-functional team
Excellent computer literacy, including advanced competence on relevant systems, such as G-Suite, Salesforce etc.
Ability to innovate and creatively solve problems in a highly collaborative manner
Ability to prioritise and multitask
About You
Passion for mental health
Enthusiasm for tackling difficult problems
Professional and quality orientated approach to work
Enthusiastic, dynamic and assertive
Strong efficiency focus
Openness to feedback, suggestions and collaborative solving
Patience in understanding and teaching technical functionality to mostly non-technical individuals
Ability to develop and sustain mature working relationships, and work independently and as part of a team
Ability to manage change and cope with ambiguity
Demonstrates an awareness of the impact of own actions on the workload of others and the business
Able to function effectively under pressure
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."
