Counselling Operations Manager

Overview
The Counselling Operations Manager is pivotal in managing and enhancing clinical operations across Singapore, ensuring alignment with local regulations and Lyra's global standards. This role drives operational excellence, enhances service delivery, and maintains compliance within the Singaporean healthcare framework. The manager leads local clinical operations in collaboration with key stakeholders and oversees quality assurance, data integrity, and management of clinical operations partnerships to optimize patient outcomes and customer satisfaction.
Key Responsibilities
Counsellor Network Management: Develop and maintain a strong network of affiliates in Singapore to enhance service capabilities and meet customer demands
Onboard, train, and support new affiliates and clinical teams, reinforcing Lyra’s standards and local compliance
Manage referrals from regional call centre and handover processes
Ensure the call centre team is up to date on developments and protocols in Singapore; manage relationships between key call centre stakeholders
Monitor and manage all costs and compliance related to affiliate management including contract preparation, implementation and monitoring
Maintain strategic relationships with psychiatrists and allied health professionals to ensure appropriate psychiatric pathways for higher acuity of care
Quality and Compliance Management: Oversee adherence to local and international clinical protocols, standards, and procedures in collaboration with key stakeholders
Implement and maintain rigorous quality assurance processes to ensure compliance with healthcare regulations and standards
Support teams to ensure clinical services are delivered in line with Lyra global standards and within customer SLAs
Manage the accuracy and confidentiality of clinical data within the organizational database
Support in managing high-profile and complex clinical cases, ensuring professional handling and adherence to best practices
Drive the team to conduct case reviews for compliance with internal standards of operations
Maintain counselor productivity and develop case assignment guidelines; assist with projects as required (e.g., consulting, report writing, ad hoc client requests)
Strategic Operations and Reporting: Analyse operational workflows and provide strategic management reports and metrics to enhance decision-making
Lead initiatives to align local operations with global practices, adapting processes to regional needs
Manage the clinical operations team budget, ensuring a realistic budget reflecting needs and adherence to the financial year
Stakeholder Engagement: Collaborate with global clinical & operations teams to ensure cohesive service delivery; engage in business development and client servicing activities
Provide support and coordination with all stakeholders in relation to clinical matters
Work with commercial and other sales functions to grow revenue, develop innovative products and build the Lyra brand
Onsite Clinics: Manage onsite clinics as part of our service offering, including case management, capacity monitoring, recruitment, and customer engagement; develop locally relevant clinical and operational protocols aligned to global standards
Requirements
Minimum of a Master’s Qualification as a Psychologist or a Counsellor
Minimum of 5 years of clinical experience
Extensive experience in clinical operations management within Singapore or similar regulatory environments
Strong leadership qualities with the ability to motivate and guide teams
In-depth knowledge of Singapore’s healthcare regulations and service standards
Excellent problem-solving, communication, and interpersonal skills
Commitment to maintaining the highest levels of clinical governance and patient care
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. We may collect information for recruitment and assessment purposes, and provide information about privacy rights. For more details, please refer to our Workforce Privacy Notice.
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Mental Health Care
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