About Lyra Health Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 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.
Role Overview: The Clinical Case Manager’s primary role is to manage clinical operations function within Malaysia. The primary role of this position is to provide high quality and 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. 

Location: Onsite, Malaysia 

Work Hours/Shifts: 

Monday to Friday: 7am to 3pm/11am to 7pm 

Weekends: One Saturday a month - 10am to 6pm 

Work environment: The nature of the role involves conforming to call centre conditions and structures.

Key Responsibilities

• To provide the first point of contact for employees accessing the Lyra EAP service via telephone  counselling or live chat. 

• To provide all the services to which the caller is entitled in a professional and respectful manner  and to standards agreed with the Clinical Manager. 

• To accurately capture all information on the database pertinent to the clinical management of the  case. 

• When required, to case manage clinical cases to ensure that structured counselling is provided by  the Lyra affiliate network. 

• To adhere to all clinical protocols, standards, and procedures as laid out 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 or video chat means. 

Requirements and Qualifications:  

• Minimum of a Master’s Qualification as a Psychologist or a Counsellor 

• Registration with the MAHPC (Clinical Psychologist) or Lembaga Kaunsellor Malaysia  

• Fresh graduates with at least 1 year of experience are encouraged to apply for this position 

• Must be able to provide counselling within a short-term framework 

• Preference will be given to candidates that have a background and working experience in the EAP field. 

Skills and Attributes:  

• Computer literacy & ability to type fast. 

• Ability to effectively merge Clinical and Employee Assistance Program focus. 

• Client service orientation. 

• Articulate. 

• Good telephone manner and ability to provide telephonic therapy. 

• Good Clinical understanding and ability to manage risk.  

• Good time management ability. 

• Ability to work within a team. 

• Ability to work well under pressure. 

• Business and commercial awareness. 

• High attention to details.

General: 

• Counselling and Learning & Development: 

• Provide counselling and psychotherapy to EAP community clients.  

• Provide psychological assessment & reports. 

• Deliver talks/training/workshop 

• Crisis support/onsite support 

• Ad hoc requests within the realm of your expertise as a Clinical Psychologist/Registered  Counsellor. 

"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."