EAP Affiliate Counsellor Network Operations Manager

Oversee clinical provider recruitment to ensure alignment with quality standards and network needs.

Manage onboarding for new affiliates to ensure adherence to Lyra’s standards and local compliance.

Handle rate negotiations and contracting for new affiliate partners.

Ensure smooth referral handovers between the network and clinical organisation.

Drive the execution of network expansion, capacity planning, and retention strategies to meet local and global service level agreements (SLAs).

Track key operations metrics, such as recruitment funnels, onboarding times, and network utilisation.

Work with the Clinical Operations Manager and Country Manager to manage and track key network projects and optimisations.

Develop, document, and continuously refine Standard Operating Procedures (SOPs) for all network activities.

Support our Clinical Operations Manager on maintaining clinical governance over the network.

Execute formal auditing of cases to ensure quality.

Manage and address complaints received about affiliates.

Provide essential clinical training for onboarding new affiliates.

Facilitate clinical upskilling for existing network members in-line with Lyra SOPs

Education: Degree in Counselling, Healthcare Administration, Business Management, Operations Management, or a related field.

Professional Experience: Clinical background with a minimum of 5 years of operations management experience

Proven experience in managing and scaling a provider network (or similar).

Technical & Analytical Skills: Strong understanding of data analysis and leveraging data for operational decision-making.

Excellent project management skills with a track record of successful execution.

Key Attributes: Familiarity with the Canadian healthcare landscape and regulatory requirements.

Strong organisational, problem-solving, and analytical skills.

Ability to thrive in a fast-paced, dynamic, and evolving environment