Lyra MENA is looking to appoint a Clinical administrator to enhance the quality of client case management, to maximise satisfaction and service delivery of EAP (Wellbeing and WFMH) services.

The Clinical Administrator plays a vital role in ensuring the smooth and efficient operation of the Clinical Operations department. Acting as the bridge between clinical staff, clients, and administrative functions, this individual would manage some of the workflows of non-clinical and clinical cases, supports the clinical case managers, affiliate network, and ensures compliance with service level agreements (SLAs).

The ideal candidate combines strong administrative organisational skills with a clear understanding of general mental health terminology, clinical workflows, and the sensitive nature of EAP services.

You will work hybrid, from Dubai. 2 days working from home, 3 day in the office. The work week runs from Monday – Friday, so the successful candidate will be expected to work 5 days a week from 8am to 5 pm.

Key Responsibilities:

Clinical Case Management Support
• Intake & Triage: Monitor incoming case queues, ensuring referrals are processed promptly and assigned to appropriate clinical case managers, affiliates, etc.
• Case Coordination: Assist internal clinical case managers and affiliates with case file management, supporting affiliates with technical issues related to dedicated affiliate portal, data entry, and tracking authorisation periods, invoices, etc.
• Crisis Protocol: Act as a first point of administrative contact during high-volume periods, escalating urgent or high-risk cases to clinical case managers immediately.
• Documentation: Ensure all clinical documentation is uploaded to the relevant systems accurately and within required timeframes.
• Mentorship & Training: Train and guide existing clinical administrative staff and serve as a mentor for junior administrators.
• Workflow Oversight: Act as the administrative lead by monitoring the department & overall case queues and workload to ensure the team is meeting SLAs and reallocating resources during high-volume surges.
• Quality Audits: Conduct weekly spot-checks of case files created by intake and Connected Calendar affiliates and to ensure data integrity, proper coding, and documentation compliance. Keeping affiliate scorecards up-to-date and ready for KPI feedback.
• CISM Coordination: Lead the logistical coordination of Critical Incident Stress Management (CISM) responses for large-scale onsite trauma events (e.g., arranging travel and briefing materials for counsellors deploying to onsite customer locations), working with the Clinical Lead.
• Network Gap Analysis: Proactively identify gaps in the provider network (e.g., lack of child psychologists in a specific country; lack of additional legal providers in specific country, etc) and work with the Provider Network Developer.
Operational & Administrative Duties
• Monitoring and Reports: Generate weekly and monthly reports on key performance indicators (KPIs) such as affiliate scorecards, call answer rates, and case turnaround times.
• Billing Support: Reconcile provider invoices against authorised sessions and resolve billing discrepancies in collaboration with the clinical case mana finance team. This will cover invoicing for service provision across EAP
• Process Improvement: Identify bottlenecks in the case management workflow and suggest administrative solutions to improve efficiency and the client/affiliate experience.
• Data Corrections: Pull regular data corrections for the internal/external team to review and fix
• Technical/IT ticket support: Keeping track of system updates that may require troubleshooting with affiliates and the case management team, attending monthly technical support meetings
Compliance & Privacy
• Compliance: Strictly adhere to GDPR regulations and confidentiality standards regarding Protected Health Information (PHI) in all communications and record-keeping.
• Audit Prep: Assist the Clinical Lead in preparing files and data for internal and external audits.

Requirements:

• Bachelor’s degree in healthcare administration, Psychology, Social Work, or a related field (or equivalent work experience).
• 2+ years of administrative experience in a healthcare, mental health, or insurance setting.
• Specific experience within an EAP or behavioural health managed care organisation is highly preferred.
• Excellent fluency in English; with Arabic, Hindi, Urdu being beneficial.
• Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).
• Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity and comfort with basic clinical terminology.

Skillset:

Technical Skills

Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).

Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Familiarity and comfort with basic clinical terminology.

Comfort with using AI tools efficiently and ethically.

Soft Skills

Empathy & Professionalism: Ability to handle sensitive situations with compassion while maintaining strong professional boundaries with both internal staff and external teams and affiliates.

Detail-Oriented: Exceptional accuracy in data entry and record-keeping.

Prioritisation: Ability to manage multiple competing priorities in a methodical way.

Communication: Strong verbal and written communication skills for interacting with affiliates, clients, and internal stakeholders. This includes working with a global team.

Emotional maturity and regulation: Given the nature of the work, it is beneficial to have someone who is able to emotionally regulate, has the ability to prioritise their self-care alongside meeting work requirements and having the communication skills to reach out when they may need additional support.

About you:

• Computer literacy & ability to type fast

• Ability to effectively merge Clinical and EAP focus

• Client service orientation

• Good understanding and ability to manage escalations, such as complaints and risk

• Maintaining and enhancing the overall customer and affiliate experience

• Good time management ability

• Strong administrative skills with the ability to articulate well

• Ability to work collaboratively

• Ability to work well under pressure

• Business and commercial awareness

• Approachable for affiliates and team members who need assistance and support