About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
Key Responsibilities:
- Intake & Triage: Monitor incoming case queues, ensuring referrals are processed promptly and assigned to appropriate clinical case managers, affiliates, etc.
- Case Coordination: Assist internal clinical case managers and affiliates with case file management, supporting affiliates with technical issues related to dedicated affiliate portal, data entry, and tracking authorisation periods, invoices, etc.
- Crisis Protocol: Act as a first point of administrative contact during high-volume periods, escalating urgent or high-risk cases to clinical case managers immediately.
- Documentation: Ensure all clinical documentation is uploaded to the relevant systems accurately and within required timeframes.
- Mentorship & Training: Train and guide existing clinical administrative staff and serve as a mentor for junior administrators.
- Workflow Oversight: Act as the administrative lead by monitoring the department & overall case queues and workload to ensure the team is meeting SLAs and reallocating resources during high-volume surges.
- Quality Audits: Conduct weekly spot-checks of case files created by intake and Connected Calendar affiliates and to ensure data integrity, proper coding, and documentation compliance. Keeping affiliate scorecards up-to-date and ready for KPI feedback.
- CISM Coordination: Lead the logistical coordination of Critical Incident Stress Management (CISM) responses for large-scale onsite trauma events (e.g., arranging travel and briefing materials for counsellors deploying to onsite customer locations), working with the Clinical Lead.
- Network Gap Analysis: Proactively identify gaps in the provider network (e.g., lack of child psychologists in a specific country; lack of additional legal providers in specific country, etc) and work with the Provider Network Developer.
- Monitoring and Reports: Generate weekly and monthly reports on key performance indicators (KPIs) such as affiliate scorecards, call answer rates, and case turnaround times.
- Billing Support: Reconcile provider invoices against authorised sessions and resolve billing discrepancies in collaboration with the clinical case mana finance team. This will cover invoicing for service provision across EAP
- Process Improvement: Identify bottlenecks in the case management workflow and suggest administrative solutions to improve efficiency and the client/affiliate experience.
- Data Corrections: Pull regular data corrections for the internal/external team to review and fix
- Technical/IT ticket support: Keeping track of system updates that may require troubleshooting with affiliates and the case management team, attending monthly technical support meetings
- Compliance: Strictly adhere to GDPR regulations and confidentiality standards regarding Protected Health Information (PHI) in all communications and record-keeping.
- Audit Prep: Assist the Clinical Lead in preparing files and data for internal and external audits.
Clinical Case Management Support
Operational & Administrative Duties
Compliance & Privacy
Requirements:
- Bachelor’s degree in healthcare administration, Psychology, Social Work, or a related field (or equivalent work experience).
- 2+ years of administrative experience in a healthcare, mental health, or insurance setting.
- Specific experience within an EAP or behavioural health managed care organisation is highly preferred.
- Excellent fluency in English; with Arabic, Hindi, Urdu being beneficial.
- 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.
Skillset:
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Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).
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Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
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Familiarity and comfort with basic clinical terminology.
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Comfort with using AI tools efficiently and ethically.
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Empathy & Professionalism: Ability to handle sensitive situations with compassion while maintaining strong professional boundaries with both internal staff and external teams and affiliates.
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Detail-Oriented: Exceptional accuracy in data entry and record-keeping.
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Prioritisation: Ability to manage multiple competing priorities in a methodical way.
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Communication: Strong verbal and written communication skills for interacting with affiliates, clients, and internal stakeholders. This includes working with a global team.
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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.
Technical Skills
Soft Skills
About you:
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Computer literacy & ability to type fast
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Ability to effectively merge Clinical and EAP focus
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Client service orientation
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Good understanding and ability to manage escalations, such as complaints and risk
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Maintaining and enhancing the overall customer and affiliate experience
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Good time management ability
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Strong administrative skills with the ability to articulate well
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Ability to work collaboratively
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Ability to work well under pressure
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Business and commercial awareness
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Approachable for affiliates and team members who need assistance and support
"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 [email protected]. 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.