International Clinical Case Manager

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, 10 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.

The primary purpose of the International Clinical Case Manager role is 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. The role is a permanent five (5) day a week role and will be based in South Africa.

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 support to providers on treatment plan and delivering evidence-based care
• Ensure that the treatment plan adheres to a short term intervention and that there is 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 are delivered
• Ensure partner provider network 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 networks 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 partner providers in clinical protocols & standards
• Collaborate with Lyra and Lyra provider operations and clinical teams to ensure a seamless global experience
• Support partner providers with maintaining professional bios and up to date clinical specialties
• 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
• Monitor rates of no shows & late cancellations and report trends to operations leadership

Qualifications

• Master’s qualification as a Psychologist / Social Worker or equivalent qualification.
• Registration with the HPCSA / SACSSP, BACP or related clinical body.
• Ideally will have a minimum of 3 years working experience in a clinical setting

Experience

• A background and experience workin in the EAP or workplace mental health field is desriable
• Experience working internationally is preferred
• Experience working in Google suite and CRMs is preferred

About you

• You will have a 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
• Strong clinical understanding and the ability to manage risk
• Ability to ensure accuracy of data and maintain confidentiality, with high attention to detail.
• Excellent verbal and written communication.
• 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.