Digital Administrator

Lyra HealthRemote - South Africa+ EquityYesterday

Remote EMEA Mental Health Transportation Digital Designer Concierge Data Governance Documentation Team Management CRM Management Training Development

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Requirements

1). CRM Administration & Global Support
System Administration: Serve as the lead administrator for our global CRM, managing user access, feature rollouts, and system improvements
International Deployment: Facilitate the operational rollout of technology into new international markets, ensuring tools are localized and ready for Day 1
User Advocacy: Act as the bridge between technical engineering and end-users, translating complex system updates into clear, actionable improvements for our teams
2). Data Governance & Process Automation
Data Integrity: Enforce data governance standards to ensure clinical and financial reporting remains highly accurate
Self-Service Innovation: Build and maintain documentation and automated workflows that allow partners to manage data independently, reducing manual administrative overhead
Portal Management: Oversee the data connection portal with global partners to ensure all international data ingestion adheres to a unified global schema and maintains architectural consistency across all markets
3). Training & Change Management
Curriculum Execution: Develop and lead training cycles for Clinical and Support teams to ensure every user feels confident in the tech stack
Adoption Monitoring: Track system usage metrics to identify knowledge gaps and provide targeted refresher training as the platform evolves
Documentation: Own the library of standard operating procedures (SOPs) and technical guides for all system changes
4). Technical Operations & Vendor Management
Infrastructure Stability: Manage vendor relationships for telephony and chat support tools, ensuring consistent system uptime and availability
Incident Response: Act as the primary escalation point for system disruptions, resolving technical hurdles within established service level targets
Financial Control: Validate and process monthly vendor invoices and manage cost-quoting accuracy to ensure operational efficiency
New Tech Rollouts: Lead the validation and implementation of emerging support technologies, ensuring they integrate seamlessly into existing clinical workflows
The Impact & Your Growth
High-Stakes Mission: By ensuring our telephony and CRM systems never fail, you directly ensure that a member in a moment of need can always reach a provider
The Intersection of Care & Tech: You will gain rare experience managing a global tech stack specifically designed for healthcare delivery, blending technical administration with human-centric operations
Upward Mobility: This role offers growth potential. As you master the operational backbone of Lyra, you will be positioned for tracks across Clinical Operations, Technical Program Management, or Innovation and Enablement
Suitable qualification in business or similar
Minimum of five years of experience within an EAP setting
Demonstrated experience of proficiency on relevant systems
Excellent verbal and written communication skills
Strong analytical skills
Strong and a demonstrated ability to work successfully on cross-functional team
Excellent computer literacy, including advanced competence on relevant systems, such as G-Suite, Salesforce etc.
Ability to innovate and creatively solve problems in a highly collaborative manner
Ability to prioritise and multitask
Passion for mental health
Enthusiasm for tackling difficult problems
Professional and quality orientated approach to work
Enthusiastic, dynamic and assertive
Strong efficiency focus
Openness to feedback, suggestions and collaborative solving
Patience in understanding and teaching technical functionality to mostly non-technical individuals
Ability to develop and sustain mature working relationships, and work independently and as part of a team
Ability to manage change and cope with ambiguity
Demonstrates an awareness of the impact of own actions on the workload of others and the business
Able to function effectively under pressure
Holidays: 21 days per year + public holidays (Full time)
Discretionary bonus scheme
Group Life Cover
Disability Cover
Employee Assistance Programme

Responsibilities

1). CRM Administration & Global Support
System Administration: Serve as the lead administrator for our global CRM, managing user access, feature rollouts, and system improvements
International Deployment: Facilitate the operational rollout of technology into new international markets, ensuring tools are localized and ready for Day 1
User Advocacy: Act as the bridge between technical engineering and end-users, translating complex system updates into clear, actionable improvements for our teams
2). Data Governance & Process Automation
Data Integrity: Enforce data governance standards to ensure clinical and financial reporting remains highly accurate
Self-Service Innovation: Build and maintain documentation and automated workflows that allow partners to manage data independently, reducing manual administrative overhead
Portal Management: Oversee the data connection portal with global partners to ensure all international data ingestion adheres to a unified global schema and maintains architectural consistency across all markets
3). Training & Change Management
Curriculum Execution: Develop and lead training cycles for Clinical and Support teams to ensure every user feels confident in the tech stack
Adoption Monitoring: Track system usage metrics to identify knowledge gaps and provide targeted refresher training as the platform evolves
Documentation: Own the library of standard operating procedures (SOPs) and technical guides for all system changes
4). Technical Operations & Vendor Management
Infrastructure Stability: Manage vendor relationships for telephony and chat support tools, ensuring consistent system uptime and availability
Incident Response: Act as the primary escalation point for system disruptions, resolving technical hurdles within established service level targets
Financial Control: Validate and process monthly vendor invoices and manage cost-quoting accuracy to ensure operational efficiency
New Tech Rollouts: Lead the validation and implementation of emerging support technologies, ensuring they integrate seamlessly into existing clinical workflows
The Impact & Your Growth
High-Stakes Mission: By ensuring our telephony and CRM systems never fail, you directly ensure that a member in a moment of need can always reach a provider
The Intersection of Care & Tech: You will gain rare experience managing a global tech stack specifically designed for healthcare delivery, blending technical administration with human-centric operations
Upward Mobility: This role offers growth potential. As you master the operational backbone of Lyra, you will be positioned for tracks across Clinical Operations, Technical Program Management, or Innovation and Enablement

Benefits

Holidays: 21 days per year + public holidays (Full time)
Discretionary bonus scheme
Group Life Cover
Disability Cover
Employee Assistance Programme
In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities.