Provider Support Coordinator

Lyra Health is a mental health benefits provider for employers, offering employees access to therapists, coaches, and personalized mental health care through its technology platform and network of providers.

Lyra Health

Employee count: 1001-5000

South Africa only

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About Lyra

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.

About the Role

Lyra is looking for a Provider Support Coordinator to join the international operations team and assist with international network provider support. The ideal candidate will be an organized, customer-service oriented professional with an affinity for technical troubleshooting and possess strong problem solving skills and adaptability to change.

Objective and Scope

The objective of this engagement is to provide operational support to mental health providers by assisting with provider support through ticket triage and resolution. The role will focus on delivering clear, accurate, and timely responses to provider inquiries while maintaining high attention to detail.

The scope of work includes executing established workflows for ticket intake, triage, routing, and resolution across Network Operations support queues. The employee will follow defined procedures and established policies to resolve assigned tickets efficiently.

Location: Remote, to be based in South Africa

Hours: 9am to 6pm OR 10am to 7pm

Key Responsibilities

Provider Ticketing Resolution: Provide timely and professional service by triaging and resolving support requests within established service-level expectations, including meeting minimum daily ticket completion requirements. This includes monitoring and resolving "Admin Support" tickets involving common Salesforce questions (e.g., password resets, report generation, data entry guidance, and basic troubleshooting) via Zendesk and email as well as general questions related to the Lyra online booking experience.
Process & Policy Adherence: Follow established workflows, utilizing approved macros and operational procedures to ensure consistency and accuracy in all provider communications.
Meeting Participation: Attend various scheduled meetings as required to stay aligned on feedback, identifying recurring provider issues, and receiving updates.
Operational Trend Feedback: Identify and flag recurring themes in provider inquiries, including potential system bugs or consistent provider grievances, to be shared during scheduled team meetings.
Knowledge Base Improvements: Draft and update internal Standard Operating Procedures (SOP’s) and external-facing Help Center articles to empower providers with self-service options.
Building and Leveraging AI Support Tools: Contribute to the testing, refinement, and successful deployment of new AI tools designed to enhance provider self-service and streamline internal support workflows.
Monitoring Network Performance Stats: Monitor network adequacy for virtual and in person care through Tableau dashboards, including availability and capacity surfacing and preference fulfillment.
Process Improvement: Work with stakeholder teams to improve our ticketing processes and tools. Understand and track the metrics that matter when improving our service delivery to providers.

Qualifications

Minimum Bachelor’s degree in psychology or related field
2+ years experience in EAP, mental health, or clinical operational setting, ideally interacting with affiliate mental health counselors
Experience working in Google suite, Salesforce, ZenDesk, and Jira preferred
Experience working internationally preferred
Excellent English speaking and writing abilities
Ability to work independently, multi-task, and coordinate others' efforts to drive towards aggressive deadlines.
Ability to balance strong attention to detail with understanding broader strategic and business objectives and goals.
Great team player who is able to proactively make contributions to support the growth of fellow team members and the overall team culture.
Strong analytical, written and verbal communication skills; able to adjust communications for different cross- cultural audiences.
Experience and expertise in a complex operations setting
Experience in the development of processes & protocols

"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."

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About the job

Apply before

Jul 29, 2026

Posted on

May 30, 2026

Job type

Full Time

Experience level

Mid-level

Education

Bachelor degree

Experience

2 years minimum

Experience accepted in place of education

Location requirements

South Africa

Hiring timezones

South Africa +/- 0 hours

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About Lyra Health

Learn more about Lyra Health and their company culture.

View company profile

At the heart of Lyra Health is a mission to transform access to life-changing mental health care. Founded in 2015 by David Ebersman, former CFO of Facebook and Genentech, Lyra was born out of the recognition that finding quality mental health care was a significant challenge. The company is built on the belief that everyone deserves to feel emotionally healthy and that mental health is a critical component of overall well-being. Lyra's culture is rooted in a set of core values that guide its operations and interactions. These include: 'Follow the science,' emphasizing a commitment to evidence-based practices and publishing results; 'Listen harder,' fostering better decision-making through seeking diverse opinions and genuine dialogue; and 'Look inwards,' encouraging the courage to self-reflect and embrace improvement. The value of 'Mind yourself' underscores the importance of nurturing personal well-being and practicing the skills taught to clients. 'Put clients first' is a central tenet, driving the team to work with purpose to make a tangible impact on those in need. Transparency is a hallmark of Lyra's culture, encapsulated in the value 'Show your cards,' which promotes sharing context. Finally, 'Tackle hard problems' reflects the company's willingness to embrace challenges that others might avoid.

Lyra strives to create a work environment where every employee feels seen, valued, and heard, fostering a sense of belonging across all historically marginalized employees. The company provides ongoing employee programs and benefits that support individual wellness and offers workshops, education, and growth opportunities to embed principles of diversity, equity, inclusion, and belonging (DEIB) into every aspect of its work. Lyra's approach combines technology with a human touch, utilizing an innovative digital care platform and a global network of providers to connect individuals with therapists, mental health coaches, and personalized medication prescribing. This model aims to make finding care easier, more personalized, and more effective, helping people recover faster. By partnering with leading employers, Lyra extends its reach to millions of individuals, offering them access to high-quality, evidence-based mental health support. The company is dedicated to breaking down barriers to mental health treatment and creating a world where mental well-being is prioritized and accessible to all.

Tech stack

Learn about the tools and technologies that Lyra Health uses to build, market, and sell its products.

View tech stack

PHP

Tableau

Salesforce

OneTrust

Google Analytics

React

WordPress

Apache HTTP Server

Marketo

Avalara

LeanData

1 more

Lyra Health employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Lyra Health.

View benefits

Healthcare

Offers healthcare benefits.

Generous vacation

Provides generous vacation time.

Cell phone stipend

Offers a stipend for cell phone expenses.

Flexible working hours

Encouraged to design a WFH schedule that works for their life.

View Lyra Health's employee benefits

Apply now

Please let Lyra Health know you found this job on Himalayas. This helps us grow!

Apply now