Clinical Case Manager

at  Lyra Health

ABOUT LYRA HEALTH

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

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
• 5+ years working experience in the EAP operational field preferred
• Must be comfortable and have experience in short-term counseling frameworks.
• Must have experience in risk assessment and management.
• Excellent fluency in English, Arabic is beneficial
• 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 will be provided in a manner consistent with applicable law

ABOUT THE ROLE

Lyra Wellbeing is looking to appoint a permanent EAP Case Manager to enhance the quality of client case management, to maximize satisfaction and to support an affiliate network. The primary objective of this role will be to actively manage clinical and non-clinical cases, ensuring high quality of care and ethical and professional practice.
The primary role of this position is to provide high quality and professional supervisory and information support services to affiliates, employees and dependents of client companies. Depending on location, the job holder will be based at home and would therefore require their own internet connectivity as well as professional/office environment. Should the individual be based in the UAE, weekly team meetings at our Dubai office take place. The work week runs from Monday – Friday, so the successful candidate will be expected to work 5 days a week from 8am to 5 pm.

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 counseling is provided by the EAP affiliate network
• Working with different modes of service access, such as telephone counseling and text-based counseling (training will be provided on the latter and prior experience of text-based counseling is not a prerequisite)
• 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