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 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.

The Intake Clinician Team Lead's primary role is to lead and supervise the intake team’s day-to-day function within Malaysia. The role is a permanent five (5) day a week role & 1 Saturday a month.

Purpose of the Job

The primary role of this position is to supervise and provide high quality professional counselling and information support services to employees and dependents of client companies. It is a permanent position, and the job holder will be based in office.

The Intake Clinician Team Lead is responsible to supervise all primary responsibilities of a midnight intake clinician in Lyra Malaysia.

Primary Responsibilities

• To supervise and provide the first point of contact for employees accessing the LYRA EAP service via telephone counselling, live chat and other services that are provided by the LYRA EAP service.
• To supervise and provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical Manager in accordance to the LYRA SLA’s.
• To accurately capture all information on the database pertinent to the clinical management of the case and information pertaining to operations metrics.
• When required, to case manage clinical cases to ensure that structured counselling is provided by the LYRA affiliate network.
• Ensure that clinical services are delivered in line with LYRA global standards and within the SLAs of customers provided by the Clinical Manager.
• To adhere to the operational standards as set out by Clinical Manager.
• To provide critical incident intake, support, and case management.
• Be able to deliver structure counselling services via telephonic, video or chat means.
• Coach and mentor team members to perform.

Skills and Attributes

Team Leader Role

Counselling and Learning & Development

Requirements and 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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