Clinical Administrator

About the role

Lyra Health, a provider of mental health solutions for employers serving more than 20 million people globally, is hiring a Clinical Administrator in Dubai. The role supports clinical case management, administers the intake and triage of referrals, ensures accurate documentation and billing, and acts as the administrative lead for the department.

Key responsibilities

• Monitor incoming case queues, process referrals promptly and assign them to the right clinical case managers and affiliates
• Support case file management, data entry, tracking of authorisation periods and invoices, and help affiliates with portal technical issues
• Act as first administrative contact during high volume, escalating urgent or high-risk cases to clinical case managers
• Ensure clinical documentation is uploaded accurately and on time
• Train and mentor junior administrative staff
• Monitor department workload and SLAs, and conduct weekly spot checks of case files for data integrity, coding and documentation compliance
• Coordinate logistics for Critical Incident Stress Management (CISM) responses to large onsite trauma events, and identify gaps in the provider network
• Generate weekly and monthly KPI reports (affiliate scorecards, call answer rates, case turnaround times)
• Reconcile provider invoices against authorised sessions and resolve billing discrepancies with the finance team
• Identify workflow bottlenecks, pull regular data corrections, and support system updates and monthly technical support meetings
• Prepare files and data for internal and external audits, and comply strictly with GDPR and PHI confidentiality standards

Required profile

• Bachelor's degree in healthcare administration, psychology, social work or a related field (or equivalent experience)
• 2+ years of administrative experience in healthcare, mental health or insurance
• Experience in an EAP or behavioural health managed care organisation highly preferred
• Fluent English; Arabic, Hindi or Urdu is beneficial
• Ability to handle sensitive situations with empathy and professionalism, manage escalations and work under pressure

Required skills

• Case management systems such as Salesforce or similar CRMs
• Google Suite (Sheets, Forms, Slides) and Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Basic clinical terminology and computer literacy with fast typing
• Comfortable using AI tools efficiently and ethically