Team Lead, International Onsite Counselors
Lyra Health
Legal
London, UK
Posted on Mar 14, 2025
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.
About the Role
This dynamic role involves the recruitment, onboarding, and ongoing management of contracted customer worksite based (onsite) mental health counselors. Under the guidance of the Director of International Workplace Health Operations you will oversee onsite operations, ensuring that counselors are trained and have ongoing support so that they can focus on care delivery. Lyra Health is looking for a person with operations and provider relations experience who is energized by engaging with counselors, building and managing relationships with customers as well as improving the overall counselor experience. You should be an organized, personable manager who is comfortable with ambiguity, and is naturally collaborative and passionate about making a difference.
Responsibilities
- Responsible for recruitment, onboarding and ongoing management of counselors that are designated at international onsite locations
- Responsible for contracting, scheduling, billing, administration, technical enablement, provider portal, and clinical database support
- Coordinate with customer success team to understand customer requirements of onsite programs
- Collaborate with local Lyra clinical teams to support onsite counseling program
- Manage data collection and reporting for respective onsite clinics
- Responsible to develop a professional and personable relationship that engenders trust and respect resulting in high retention of quality counselors
- Manage implementation of new onsite clinics for our international employer customers
- Evaluate and improve processes to adapt to individual employer and counselor needs
- Drive engagement for connected calendars (setup, guide, support, & manage counselors)
- Balance strong attention to detail with understanding broader strategic and business goals
- Demonstrate solid operational skills; ability to recognize workflow problems and redesign new processes/workflow
- Keep abreast of product changes and update program materials accordingly; manage communications to providers
- Serve as people manager for small operational team
- Set clear goals for team members and direct their efforts to achieve deadlines
- Responsible for team performance and associated program metrics
Qualifications
- 5+ years provider relations and/or management operations experience in a clinic, outpatient practice or inpatient setting
- Strong analytical, written and verbal communication skills; able to adjust communications for different audiences to influence coordinated action
- Planning, problem-solving and critical thinking skills to anticipate, avert, or resolve issues in staffing, scheduling and task allocation
- Passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies
- Ability to innovate and creatively solve problems in a highly collaborative manner
- Strong project management skills and a demonstrated ability to work successfully on cross-functional teams
- Ability to prioritize and balance multiple clinic sites and counselor demands
- Prior experience working in a technology environment a plus
- Clinical training and licensure in mental health field preferred; Bachelors or Masters level counselling qualification appropriate to professional standards of the United Kingdom and / or the Republic of Ireland; Current registration or accreditation with relevant professional body (eg: BACP)
- Experience of working with a broad range of psychological health and workplace related issues including mental health, trauma, stress, relationship issues, child related issues, anxiety, and substance related issues preferred
- Experience in working with high-risk cases such as suicide, abuse, as well as substance use and abuse preferred
"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."