Intake Clinician Team Lead

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 achieved unmatched outcomes in access, clinical effectiveness, and cost efficiency. Research shows Lyra’s care model helps people recover twice as fast and reduces overall healthcare claims costs by 26% annually. Lyra is transforming access to life‑changing mental health care through Lyra Empower, the only fully integrated, AI‑powered platform that combines high‑quality care with cutting‑edge technology.

The Intake Clinician Team Lead role is a permanent five‑day‑a‑week position with one Saturday per month. Based in the Malaysia office, the role supervises the intake team’s day‑to‑day operations, ensuring high‑quality professional counselling and information support services to employees and dependants of client companies.

Primary Responsibilities

• Supervise and provide the first point of contact for employees accessing the LYRA EAP service via telephone counselling, live chat, and other modalities.
• Deliver all services to which the caller is entitled in a professional and respectful manner, meeting standards agreed with the Clinical Manager and in accordance with the LYRA SLAs.
• Accurately capture all information on the database related to clinical case management and operational metrics.
• Case‑manage clinical cases when required to ensure structured counselling is provided by the LYRA affiliate network.
• Ensure clinical services are delivered in line with LYRA global standards and within the SLAs of customers provided by the Clinical Manager.
• Adhere to operational standards set by the Clinical Manager.
• Provide critical‑incident intake, support, and case management.
• Deliver structured counselling services via telephone, video, or chat.
• Coach and mentor team members to perform at their best.

Skills & Attributes

Team Leader Role

Counselling & Learning & Development

Requirements & Qualification

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.

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