EAP Specialist

TL;DR

EAP Specialist (Clinical Operations): Managing clinical governance and quality assurance across global partner networks with an accent on operational protocols, performance tracking, and customer feedback resolution. Focus on identifying root causes of service delivery failures, implementing quality improvement programs, and ensuring adherence to global clinical standards.

Location: Must be based in South Africa. The role is remote but requires office attendance once a month.

hirify.global is a leading provider of evidence-based mental health care, utilizing an integrated, AI-powered platform to deliver transformative clinical outcomes.

What you will do

• Review and respond to negative customer feedback in alignment with global complaints management policies.
• Maintain relationships with in-country partners to ensure service delivery meets established protocols.
• Monitor operational and clinical metrics, including CORE 10, GAD/PHQ, and risk flags.
• Provide training to partners on protocols, SLAs, and reporting requirements.
• Develop and implement service standards as part of the Global Clinical Standards framework.
• Manage clinical projects as assigned by the Clinical Lead and Clinical Director.

Requirements

• Must be based in South Africa.
• Masters level clinical qualification (Psychology, Counselling, Social Work, or similar).
• Minimum 5 years of experience in a clinical operational setting.
• Excellent English speaking and writing abilities.
• Strong proficiency in Excel/Google Sheets and confidence in univariate statistical analysis.
• Experience in project management and process development.

Nice to have

• Experience working in EAP and international clinical settings.
• Knowledge of Power BI and Tableau.

Culture & Benefits

• Permanent full-time position with standard Monday to Friday working hours.
• Opportunity to work in a global, mission-driven mental health organization.
• Collaborative environment focused on clinical excellence and innovation.
• Preference given to candidates from designated groups under the Employment Equity Act.