Network Operations Associate

**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.

Serve as the primary operational point of contact for a portfolio of Lyra affiliates in India post-onboarding.Monitor affiliate performance based on key metrics (e.g., response times, client feedback, utilization, adherence to protocols) and address any performance-related issues proactively.Conduct regular check-ins and performance reviews with affiliates to ensure adherence to Lyra’s standards and clinical expectations.Identify and escalate complex affiliate performance issues or concerns to the Network Operations Manager.

**Affiliate Management & Performance**:Serve as the primary operational point of contact for a portfolio of Lyra affiliates in India post-onboarding.Monitor affiliate performance based on key metrics (e.g., response times, client feedback, utilization, adherence to protocols) and address any performance-related issues proactively.Conduct regular check-ins and performance reviews with affiliates to ensure adherence to Lyra’s standards and clinical expectations.Identify and escalate complex affiliate performance issues or concerns to the Network Operations Manager.

**Affiliate** Coordination & Support**:Manage ongoing communication with affiliates, disseminating updates, policy changes, and important information.Coordinate operational support for affiliates, including addressing queries related to billing, platform usage, and administrative processes.Facilitate issue resolution for affiliates, liaising with internal teams (e.g., tech support, finance) to ensure timely solutions.Manage connected calendar booking. Assist affiliates with managing their Lyra appointment schedules, ensuring optimal availability and addressing any technical issues related to calendar integration.

**Ongoing** Training & Development**:Identify individual and collective training needs for managed affiliates based on performance data and feedback.Coordinate and track affiliate participation in ongoing training, webinars, and professional development opportunities.Reinforce Lyra’s clinical standards, local compliance requirements, and best practices through continuous engagement and resource sharing.

**Daily** Operational Tracking & Reporting**:Daily Tableau tracking of appointments, capacity & availability & zero search results. Conduct daily monitoring and analysis of key operational dashboards in Tableau, focusing on appointment trends, network capacity, affiliate availability, and instances of "zero search results" for client matches. Report anomalies and insights to the Network Operations Manager.Log and monitor technical support tickets: Actively log and monitor technical support tickets raised by affiliates, ensuring timely resolution by the relevant internal teams and communicating updates to affiliates.

**Compliance** & Documentation**:Ensure all necessary affiliate documentation (e.g., updated licenses, certifications) remains current and compliant with Lyra’s standards and Indian regulations.Maintain accurate records of affiliate interactions, performance data, and support provided.

**Responsibilities**:

- Strong organizational skills and exceptional attention to detail.Excellent verbal and written communication skills (English; proficiency in Hindi and/or other major Indian regional languages is a significant advantage).Proven ability to manage relationships and provide ongoing support to external stakeholders.Data-driven mindset with the ability to track metrics, identify trends, and use data for decision-making (experience with Tableau or similar BI tools is a strong plus).Ability to troubleshoot basic technical issues and effectively log and monitor support tickets.Proactive problem-solver with a strong customer service orientation.

**Qualification**:

- Bachelor’s degree in Healthcare Administration, Business, Psychology, Social Work, or a related field.Minimum of 3 years of experience in a provider network management, provider relations, operations support, or similar role within the healthcare or mental health industry.Familiarity with the Indian healthcare landscape and mental health provider ecosystem is a plus.