EAP Specialist – Remote (South Africa)

About the role

Lyra Health is seeking an EAP Specialist to join its International Clinical Governance team. Working remotely from South Africa, you will help ensure high‑quality service delivery across global partners, manage customer complaints, and support the development of clinical standards.

Key responsibilities

• Support the management of customer feedback by reviewing and responding to negative feedback in line with Lyra’s global complaints policy.
• Establish and maintain relationships with in‑country partners to ensure service delivery aligns with Lyra protocols and contribute to risk registers and quality‑improvement programs.
• Monitor operational and clinical metrics such as CORE‑10, GAD‑7, PHQ‑9, risk flags and work‑impact scores, and provide training to partners on reporting requirements.
• Develop and implement service standards and processes that become part of Lyra’s Global Clinical Standards for existing and new services.

Required profile

• Experience managing customer feedback and complaints within a clinical or health‑care setting.
• Proven ability to work with clinical leads and partners across different countries.
• Familiarity with mental‑health outcome metrics (e.g., CORE‑10, GAD‑7, PHQ‑9).
• Strong analytical skills for monitoring metrics and contributing to risk registers.
• Flexibility to adjust working hours for a global business and attend a monthly in‑office meeting.

Required skills

What we offer

• Permanent full‑time role (Monday‑Friday, 8 am‑5 pm).
• Remote work with occasional office visits.
• Opportunity to influence global mental‑health service quality.