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. We are seeking a highly experienced and expert Senior Clinical Case Manager to join our dynamic clinical team. In this pivotal individual contributor role, you will be responsible for managing complex cases, providing expert clinical review, and acting as a subject matter expert for evidence-based care within our international partner provider network. Your deep clinical knowledge and exceptional case management skills will ensure that Lyra Global service users receive the highest quality, professional, and effective mental health care. Core Responsibilities Expert Clinical Case Management: Manage a complex caseload from initiation through resolution, including continuous monitoring and follow-up of relevant documentation from all parties (affiliate, client, etc.). Provide expert clinical consultation and supervision to providers on detailed treatment plans and the delivery of evidence-based care for challenging cases. Ensure all treatment plans adhere to a goal-oriented intervention with a strong workplace focus (when appropriate), aimed at significantly improving the employee's level of functioning within the workplace (work impact). Proactively monitor and meticulously manage high-risk cases, implementing advanced risk mitigation strategies. Serve as a primary clinical resource for complex inquiries and challenging situations within the case management function. Quality Assurance & Data Integrity: Rigorously monitor and manage data quality across all clinical metrics (including clinical problems & sessions, work impact, CORE-10, satisfaction), ensuring accuracy and integrity. Ensure overall high levels of satisfaction with services delivered by proactively addressing any clinical concerns. Ensure affiliate counsellors consistently adhere to all clinical protocols, including risk management, standards, procedures, and service level agreements, with a focus on complex cases. Referral & Resource Facilitation: Expertly signpost clients into appropriate external resources and liaise effectively with external stakeholders to facilitate specialized referrals where appropriate (e.g., hospitalisation, rehabilitation). Facilitate complex referrals into the preferred partner network when needed to support critical capacity gaps, highly specialized clinical needs, or cross-border challenges. Clinical Training & Standards Adherence: Contribute to the development and refinement of advanced training materials for affiliates on complex clinical protocols, intricate risk management scenarios, cross-border referrals, and challenging case management strategies. Provide advanced clinical guidance during the onboarding and training of affiliate counsellors in clinical protocols, standards, and the sophisticated use of the clinical database for complex cases. Assist with keeping advanced training materials up to date based on evolving clinical best practices and complex case learnings. Collaboration & Problem Solving: Collaborate proactively with provider relations and clinical teams to ensure a seamless and high-quality global experience, particularly for complex or sensitive cases. Support providers with maintaining accurate professional bios, up-to-date clinical specialties for specialized referrals, and ensuring accurate and effective use of the scheduling tool for complex client needs. Investigate and work to resolve complex complaints from both clients and providers, often requiring advanced clinical judgment and de-escalation skills. Proactively identify customer-specific or other significant clinical themes and trends from case management activities and communicate this information to operations leadership and client services/customer success for strategic management of client contracts and value-add initiatives. Qualifications Education: Minimum of a Master’s Qualification as a Psychologist / Social Worker Registration: Active and unrestricted registration/licensure with a relevant clinical body (e.g. HPCSA / SACSSP, or equivalent international clinical regulatory body) in good standing. Experience Minimum of 8+ years of progressive working experience in a clinical setting, with significant exposure to complex case management. Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases. Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred. Proficiency in Google Suite and CRM systems is preferred. Minimum skillset required 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 Other key details Clinical Acumen: Exceptional clinical understanding and the advanced ability to identify, assess, and manage high-level clinical risk and complex psychological presentations. Problem Solver: Highly analytical with superior problem-solving skills, capable of navigating intricate clinical and operational challenges independently. Autonomous & Accountable: Able to work independently without close supervision, while ensuring all key issues are escalated appropriately and critical decisions are clinically sound. Detail-Oriented: Meticulous attention to detail, ensuring accuracy of data, maintaining strict confidentiality, and adhering to complex clinical procedures. Communicator: Excellent verbal and written communication skills, with the ability to articulate complex clinical concepts clearly and professionally to diverse stakeholders internationally. Proactive & Adaptive: Strong continuous improvement mindset, always seeking opportunities to innovate and refine clinical processes. Flexible, adaptable, and thrives in a fast-paced, evolving international environment. Organized: Highly organized with exceptional ability to plan, prioritize, and manage a high-volume, complex caseload effectively to meet deadlines and perform under pressure. Collaborative: A strong team player who readily accepts change and collaborates effectively with internal and external partners while maintaining a focus on individual case responsibilities " 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 ." Apply for this job
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