International EAP Case Manager
Puchong, Selangor
Clinical Ops – Clinical Operations /
Full-time /
Hybrid
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, nearly 20 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.
Lyra Health is recruiting an International EAP Case Manager to provide clinical case review and consultation to our international partner provider network to ensure that evidence based, effective and professional care is provided to Lyra Global service users.
Key Responsibilities:
- Monitor cases throughout the duration of the case including the follow-up of relevant documentation from all parties (affiliate, client, etc. where appropriate)
- Provide consultation and supervision to providers on treatment plan and delivering evidence-based care
- Ensure that the treatment plan adheres to a goal-orientated intervention with a workplace focus (when appropriate) so that the employee improves level of functioning within the workplace (work impact)
- Monitor and manage high risk or complex cases
- Monitor and manage data quality (including clinical problems & sessions, work impact, CORE-10, satisfaction)
- Ensure overall levels of satisfaction with services delivered
- Ensure affiliate counsellors adhere to all clinical protocols including risk management, standards, procedures, and service level agreements
- Signpost clients into appropriate resources and liaise with external stakeholders to facilitate external referrals where appropriate, such as, hospitalisation, rehabilitation, etc.
- Facilitate referrals into preferred partner network when needed to support capacity, clinical specialty, etc.
- Build and maintain training materials for affiliates on clinical protocols, risk management, cross border referrals, case referrals, etc.
- Assist with onboarding and training affiliate counsellors in clinical protocols & standards and use of clinical database
- Assist with keeping training materials up to date
- Collaborate with provider relations and clinical teams to ensure a seamless global experience
- Support providers with maintaining professional bios, up to date clinical specialties, and accurate use of scheduling tool and features
- Investigate and work to resolve complaints from both clients and providers
- Identify customer specific or other themes and trends from case management and communicate this information to operations leadership and client services/customer success as appropriate for greater strategic management of the client contract and value add initiatives for the client company
- Provide solution focussed counselling sessions to a minimum of 10 Lyra members per year until they graduate from care through an evidence based treatment plan.
- Deliver mental health talks and training offerings upon request.
Qualifications:
- Minimum of a master’s Qualification as a Psychologist / Social Worker/Counsellor or equivalent qualification.
- Registration with the LKM, MAHPC(CP)/ HPCSA / SACSSP, BACP or related clinical body.
- Minimum of 3 years working experience in a clinical setting
- Preference will be given to candidates that have a background and working experience in the EAP or workplace mental health field.
Experience:
- Experience working in Google suite and CRMs is preferred
- Experience working internationally is preferred
- Experience working in a mental health care / EAP setting is an advantage
About You:
- Excellent customer service skills
- Excellent clinical skills and judgement
- Experience with managing high risk cases
- Excellent English speaking and writing abilities
- Adept at cross cultural communication and collaboration
- Strong business and commercial awareness
- Organised with the ability to plan and prioritise workload effectively.
- Continuous improvement mind-set – looking at opportunities to innovate & improve.
- Good time management ability
- Ability to ensure accuracy of data and maintain confidentiality, with high attention to detail.
- Ability to follow procedures accurately and record actions taken at all stages.
- Ability to work as part of a team and accept change readily.
- Ability to work without close supervision whilst ensuring key issues are escalated as appropriate.
- Flexible and adaptable to a fast-paced environment.
- Ability to work to deadlines and under pressure.
"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."
