Clinical Case Manager

About Lyra

Responsibilities

• To provide a point of contact for affiliates within the EAP referral network
• Supporting clients that are accessing the EAP service
• To provide guidance and support to affiliates and employees in a professional and respectful manner and to standards agreed with the Clinical Lead
• To accurately capture all information on the database pertinent to the clinical management of the case
• When required, to case manage clinical cases to ensure that structured counselling is provided by the EAP affiliate network
• Working with different modes of service access, such as telephone counselling and text-based counselling (training will be provided on the latter and prior experience of text-based counselling is not a pre-requisite)
• To adhere to all clinical protocols, standards, and procedures as laid out by the Clinical Lead
• To adhere to the operational standards as set out by Clinical Lead
• To provide critical incident intake, support, and management
• To provide training to new affiliates joining the network
• Provide case consultations and/or supervision
• To work within ethical frameworks around DEIB and culturally responsive care

Qualifications

• Minimum of a Master’s qualification as a Psychologist or equivalent qualification
• Registration with a local or international clinical body
• 2+ years working experience as a clinician
• 3+ years experience working in the EAP operational field is desirable
• Must be comfortable and have experience in short-term counseling frameworks.
• Must have experience in risk assessment and management.
• Excellent fluency in English is essential
• Fluency in Arabic, Hindi, Urdu, Tagalog or French is beneficial

Technical Skills

• Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).
• Strong command of **Google Suite** (Sheets, Forms, Slides) and **Microsoft Office Suite** (Excel, Word, Outlook, PowerPoint).
• Familiarity and comfort with basic clinical terminology.
• Comfort with using AI tools efficiently and ethically.

Soft Skills

• **Empathy & Professionalism:** Ability to handle sensitive situations with compassion while maintaining strong professional boundaries with both internal staff and external teams and affiliates.
• **Detail-Oriented:** Exceptional accuracy in data entry and record-keeping.
• **Prioritisation:** Ability to manage multiple competing priorities in a methodical way.
• **Communication:** Strong verbal and written communication skills for interacting with affiliates, clients, and internal stakeholders. This includes working with a global team.
• **Emotional maturity and regulation:** Given the nature of the work, it is beneficial to have someone who is able to emotionally regulate, has the ability to prioritise their self-care alongside meeting work requirements and having the communication skills to reach out when they may need additional support.

About You

• Ability to effectively merge Clinical and EAP focus
• Client service orientation
• Good telephone manner and ability to provide telephonic counseling
• Good Clinical understanding and ability to manage risk
• Maintaining and enhancing the overall customer experience, addressing issues or complaints that may arise promptly
• Good time management ability and strong administrative skills
• Comfort in engaging with case consultations
• Ability to work well under pressure
• Business and commercial awareness
• Approachable for affiliates and team members who are in need of assistance and support
• Please note that this job specification is not exhaustive and will be reviewed as the role develops.
• Several pre-employment checks may be prerequisites prior to hiring external applicants e.g. criminal checks, reference checks, past employment history checks, ID verification, qualification verification, residence and credit checks, etc.
• "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. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice." *The benefits available to those located in the* *UAE or MENA**. will be consistent with* *UAE or MENA* *law and may vary from those located in other countries.

Benefits