Role Overview
The Health Services Manager is responsible for overseeing the operational delivery, quality governance, and compliance of Lyra Health's Employee Assistance Programme (EAP) and related mental health services in Singapore.
This role focuses on service management rather than direct clinical delivery, providing leadership across case triage, provider coordination, quality assurance, risk management, and stakeholder engagement. The position ensures services are delivered efficiently, ethically, and in compliance with Singapore regulations, Lyra's global standards, and client contractual requirements.
The Health Services Manager acts as a key escalation point for complex or sensitive matters and partners closely with regional and global teams to continuously improve service outcomes.
Key Responsibilities
Service & Operations Management
- Oversee day-to-day EAP service delivery in Singapore, ensuring consistency, quality, and adherence to agreed service levels
- Manage operational workflows related to intake, triage, case allocation, escalation, and resolution
- Partner with internal teams (Care Navigation, Network, Operations, Client Success) to ensure seamless end-to-end client and employee experiences
- Monitor operational performance metrics and contribute to reporting, analysis, and service optimisation initiatives
Case Oversight & Risk Management
- Provide oversight and guidance on complex, high-risk, or escalated cases, including crisis and critical incident situations
- Ensure appropriate risk identification, escalation, and mitigation processes are followed
- Support structured case reviews and audits to ensure quality, consistency, and alignment with internal governance standards
- Identify trends or recurring issues and recommend corrective or preventive actions
Provider Network & Stakeholder Coordination
- Support the management and performance oversight of Lyra's Singapore provider network, ensuring appropriate coverage and capability
- Act as a point of contact for provider-related operational or quality concerns
- Collaborate with internal and external stakeholders to resolve service issues and manage escalations
- Provide guidance and consultation to internal teams on EAP processes, service scope, and local requirements
Compliance, Governance & Quality Assurance
- Ensure services comply with Singapore regulatory requirements, professional standards, and data protection laws (including PDPA)
- Support clinical and operational governance frameworks, documentation standards, and audit readiness
- Maintain accurate, timely, and confidential records within internal systems
- Contribute to policy development, process documentation, and continuous improvement initiatives
Requirements
Qualifications
- Master's degree in Psychology, Counselling, Social Sciences, Public Health, Healthcare Management, or a related field
- Professional registration (e.g. SAC / SPS) preferred but not mandatory, depending on scope of responsibilities
Experience
- 5-8 years of experience in healthcare services, EAP operations, mental health programmes, or related service-delivery environments
- Demonstrated experience in service management, operations, governance, or senior coordination roles
- Experience handling complex cases, escalations, or risk-based decision-making
- Exposure to provider network management, audits, or quality assurance strongly preferred
