Lyra Health
Provider Network Operations
ProviderSupportCoordinator
Neural analysis suggests this role is
optimal for Mid candidates.
“Provider Support Coordinator at Lyra Health. Skills: Provider support, Ticket resolution, Process improvement. Triage and resolve support requests. Monitor and resolve Admin Support tickets”
What You'll Achieve.
Deliver clear, accurate, and timely responses; Maintain high attention to detail; Resolve assigned tickets efficiently; Meet minimum daily ticket completion requirements; Understand and track metrics for service delivery improvement
Industry & Context.
Problem solving skills; Technical troubleshooting; Basic troubleshooting
What They're Looking For.
Must Have
Bachelor's degree in psychology or related field, 2+ years experience in EAP, mental health, or clinical operational setting, Experience working internationally, Excellent English speaking and writing abilities, Ability to work independently, Ability to multi-task, Ability to coordinate others' efforts to drive towards aggressive deadlines, Ability to balance attention to detail with understanding broader strategic and business objectives and goals, analytical, written and verbal communication, able to adjust communications for different cross- cultural audiences, Experience and expertise in a complex operations setting, Experience in the development of processes & protocols
Nice to Have
interacting with affiliate mental health counselors, Experience working in Google suite, Salesforce, ZenDesk, Jira
What You'll Do.
Triage and resolve support requests
Monitor and resolve Admin Support tickets
Follow established workflows and procedures
Attend scheduled meetings
Identify and flag recurring themes
Draft and update SOPs and Help Center articles
Contribute to testing AI tools
Monitor network adequacy stats
Improve ticketing processes and tools
How You'll Work.
Team & Collaboration
Coordinate others' efforts; Contribute to support growth of team members; Support overall team culture; Work with stakeholder teams
Communication Scope
Excellent English speaking and writing abilities; Analytical communication; Written communication; Verbal communication; Adjust communications for different cross-cultural audiences
Full Job Description
## Description 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 compl
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