Counselling Network Manager

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.
The Network Operations Manager position in India is crucial for operationalizing the strategic vision set by the Head of Clinical Operations, directly enabling Lyra's global account growth within the Indian market. This role is crucial for translating high-level network strategies into actionable plans, overseeing the end-to-end recruitment, onboarding, and performance management of a high-quality clinical provider network. By ensuring efficient process execution, compliance with global standards and local regulations, and effective resource allocation, the Network Operations Manager is pivotal in scaling Lyra's service delivery, maintaining operational excellence, and ultimately guaranteeing the capacity and quality required to support the expanding needs of global clients in India. Key Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and develop a high-performing team comprising Clinical Associates, Network Associates, Project Coordinator and Clinical Specialist Recruiter.
• Set clear performance objectives, provide regular feedback, conduct performance reviews, and foster a culture of accountability and continuous improvement within the team.
• Promote cross-functional collaboration and knowledge sharing within the Network Operations team and with other departments.
• Manage team workload, allocate resources effectively, and ensure timely completion of tasks and projects.
• Network Strategy Execution & Performance:
• Translate the strategic vision of the Head of Clinical Operations into actionable operational plans for the Indian network.
• Drive the execution of network expansion, capacity planning, and retention strategies to meet customer demand and service level agreements.
• Monitor key network operations metrics (e.g., recruitment funnel, onboarding time, network utilization, quality scores) and implement corrective actions as needed to ensure targets are met.
• Identify operational bottlenecks and inefficiencies within the network and propose solutions for optimization.
• Provider Recruitment & Onboarding Oversight:
• Oversee the end-to-end clinical provider recruitment process led by the Clinical Specialist Recruiter, ensuring alignment with quality standards and network needs.
• Supervise the onboarding and training programs for new affiliated and employed providers, managed by the Network Associates and Clinical Associates, ensuring adherence to Lyra's standards and local compliance.
• Ensure effective rate negotiation processes for new affiliates are in place and executed by the Network Associates.
• Process Optimization & Project Management:
• Work closely with the Project Coordinator to manage and track key network operations projects, ensuring they are delivered on time and within scope.
• Identify opportunities for process automation and standardization to enhance operational efficiency.
• Develop, document, and continuously refine standard operating procedures (SOPs) for all network operations activities.
• Clinical Operations Support & Coordination:
• Oversee the operational coordination of Onsite Clinics, training requests from customers, and initial critical incident support, working with the Clinical Associates.
• Ensure smooth referral management and handover processes within the network and with regional call centers.
• Provide operational support for maintaining strategic relationships with psychiatrists and allied health professionals for higher acuity care pathways.
• Compliance & Quality Assurance:
• Ensure all network operations activities comply with Lyra's global clinical standards, quality assurance frameworks, and relevant Indian regulations and professional guidelines.
• Support audit processes related to network operations and implement corrective actions.
• Stakeholder Collaboration:
• Collaborate effectively with internal stakeholders, including Head of Clinical Operations, Client Success, Clinical Lead, Commercial, and Product teams, to align network operations with broader business goals.
• Represent network operations in cross-functional meetings and initiatives.

Qualifications:

• Bachelor's degree in Healthcare Administration, Business Management, Operations Management, or a related field. Master's degree preferred.
• Minimum of 8 years of progressive experience in operations management within the healthcare or mental health sector in India, with at least 3 years in a leadership role overseeing a team.

About You:

• Proven experience in managing and scaling a provider network, preferably in mental health.
• Demonstrated ability to lead, motivate, and develop diverse teams.
• Strong understanding of data analysis and reporting, with experience leveraging data for operational decision-making.
• Excellent project management skills with a track record of successful initiative execution.
• Strong organizational, problem-solving, and analytical skills.
• Exceptional communication, negotiation, and interpersonal skills.
• Familiarity with the Indian healthcare landscape, including regulatory requirements and professional standards for mental health.
• Ability to thrive in a fast-paced, dynamic, and evolving environment.

"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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice." We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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