Intake Counsellor
Mumbai, Maharashtra, IndiaJob Description
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.
Purpose of the Job: To provide high-quality professional counselling, "in-the-moment" support, and intake services. Serves as the central point for clinical triage and scheduling for Lyra service users.
Core Responsibilities
- Helpline & Crisis Management: Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email.
- Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques.
- Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
- Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified.
- Clinical Intake & Triage: Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress.
- Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment.
- Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or partner network, matching based on specialty and language preference.
- Accurately evaluate clinical needs to evaluate whether care should be provided within a structured, short-term framework.
- Delivery of Clinical Sessions: Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework.
- Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns.
- Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity.
- Maintain accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
- Monitor client progress through regular outcome measurement and adjust treatment plans or escalate to the Senior CCM for complex review as necessary.
- Advanced Scheduling & Appointment Coordination: Systematically manage the daily clinical roster, ensuring optimal coverage across all shifts to meet real-time helpline demand.
- Coordinate and maintain the master calendar for all in-house counseling and coaching appointments, minimizing gaps and preventing double bookings.
- Act as the primary coordinator for booking, rescheduling, and managing cancellations, ensuring both service users and clinicians are updated in real-time.
- Monitor clinician availability and specialized skill sets to ensure clients are scheduled with the most appropriate professional.
- Precision Data Capture & Database Stewardship: Accurately capture and input all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry.
- Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision.
- Maintain database integrity by ensuring all case statuses and appointment outcomes are updated immediately following service delivery.
- Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.6. Operational Liaison & Cross-Functional CoordinationServe as the central point of contact to coordinate daily activities between clinical and operations teams to facilitate a seamless user experience.
- Manage the transition of cases between teams, ensuring all clinical and operational context is successfully communicated to the receiving professional.
- Act as a liaison to resolve logistical or operational bottlenecks between departments to ensure administrative hurdles do not impact care.
- Regularly communicate operational updates and capacity shifts to leadership to ensure the strategic vision is executed daily.
- Miscellaneous & Continuous Improvement: Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy.
- Task Ownership: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs).
- Process Optimization: Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
- Workshops & Content: Participate in opportunities to deliver onsite or online workshops and contribute to the development of clinical content and training manuals.
- Event Participation: Represent Lyra Health at professional events and webinars to promote the transformative care model and clinical research.
Requirements and Qualifications
- Bachelors in Psychology (From a Recognized University)
- Masters in Clinical or Counseling Psychology (From a Recognized University)
- RCI registration is desirable
- 1-4 years of relevant experience (excluding internship)
- Must be bilingual in Hindi and English.
- Experience:
- 1-4 years of progressive working experience in a clinical setting, with significant exposure to complex case management.
- Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases.
- Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred.
- Proficiency in Google Suite and CRM systems is preferred.
- Working Hours and Flexibility:
- Working Hours: 42.5 hours per week.Schedule: 5 or 6 days a week; various shifts applicable to ensure helpline coverage.
- Hybrid Work: Hybrid working can be considered as per the need of the job.
- About You: Clinical Acumen: Advanced ability to identify and assess high-level clinical risk during "in-the-moment" helpline contacts.
- Problem Solver: Capable of navigating intricate triage challenges and client queries independently.
- Autonomous & Accountable: Able to work shifts independently while ensuring sound clinical decisions and appropriate escalation.
- Detail-Oriented: Meticulous accuracy in data capture and maintaining contemporaneous clinical notes.
- Communicator: Ability to articulate complex clinical concepts clearly to distressed callers professionally.
- Proactive & Adaptive: Adaptable to a fast-paced helpline environment with a focus on refining intake workflows.
- Organized: Ability to manage a high volume of intake contacts and maintain a complex roster effectively.
- Collaborative: Collaborates with senior clinical leads to manage emergency interventions and referral handovers.
- NOTE:
- Candidates who have completed both their Bachelor’s and Master’s degrees as full-time courses from a recognized university, and who are currently residing in or around Andheri, Mumbai, or along the Western Line of Mumbai, will be given preference.
"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."
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.
Purpose of the Job: To provide high-quality professional counselling, "in-the-moment" support, and intake services. Serves as the central point for clinical triage and scheduling for Lyra service users.
Core Responsibilities
- Helpline & Crisis Management: Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email.
- Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques.
- Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
- Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified.
- Clinical Intake & Triage: Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress.
- Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment.
- Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or partner network, matching based on specialty and language preference.
- Accurately evaluate clinical needs to evaluate whether care should be provided within a structured, short-term framework.
- Delivery of Clinical Sessions: Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework.
- Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns.
- Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity.
- Maintain accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
- Monitor client progress through regular outcome measurement and adjust treatment plans or escalate to the Senior CCM for complex review as necessary.
- Advanced Scheduling & Appointment Coordination: Systematically manage the daily clinical roster, ensuring optimal coverage across all shifts to meet real-time helpline demand.
- Coordinate and maintain the master calendar for all in-house counseling and coaching appointments, minimizing gaps and preventing double bookings.
- Act as the primary coordinator for booking, rescheduling, and managing cancellations, ensuring both service users and clinicians are updated in real-time.
- Monitor clinician availability and specialized skill sets to ensure clients are scheduled with the most appropriate professional.
- Precision Data Capture & Database Stewardship: Accurately capture and input all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry.
- Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision.
- Maintain database integrity by ensuring all case statuses and appointment outcomes are updated immediately following service delivery.
- Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.6. Operational Liaison & Cross-Functional CoordinationServe as the central point of contact to coordinate daily activities between clinical and operations teams to facilitate a seamless user experience.
- Manage the transition of cases between teams, ensuring all clinical and operational context is successfully communicated to the receiving professional.
- Act as a liaison to resolve logistical or operational bottlenecks between departments to ensure administrative hurdles do not impact care.
- Regularly communicate operational updates and capacity shifts to leadership to ensure the strategic vision is executed daily.
- Miscellaneous & Continuous Improvement: Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy.
- Task Ownership: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs).
- Process Optimization: Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
- Workshops & Content: Participate in opportunities to deliver onsite or online workshops and contribute to the development of clinical content and training manuals.
- Event Participation: Represent Lyra Health at professional events and webinars to promote the transformative care model and clinical research.
Requirements and Qualifications
- Bachelors in Psychology (From a Recognized University)
- Masters in Clinical or Counseling Psychology (From a Recognized University)
- RCI registration is desirable
- 1-4 years of relevant experience (excluding internship)
- Must be bilingual in Hindi and English.
- Experience:
- 1-4 years of progressive working experience in a clinical setting, with significant exposure to complex case management.
- Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases.
- Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred.
- Proficiency in Google Suite and CRM systems is preferred.
- Working Hours and Flexibility:
- Working Hours: 42.5 hours per week.Schedule: 5 or 6 days a week; various shifts applicable to ensure helpline coverage.
- Hybrid Work: Hybrid working can be considered as per the need of the job.
- About You: Clinical Acumen: Advanced ability to identify and assess high-level clinical risk during "in-the-moment" helpline contacts.
- Problem Solver: Capable of navigating intricate triage challenges and client queries independently.
- Autonomous & Accountable: Able to work shifts independently while ensuring sound clinical decisions and appropriate escalation.
- Detail-Oriented: Meticulous accuracy in data capture and maintaining contemporaneous clinical notes.
- Communicator: Ability to articulate complex clinical concepts clearly to distressed callers professionally.
- Proactive & Adaptive: Adaptable to a fast-paced helpline environment with a focus on refining intake workflows.
- Organized: Ability to manage a high volume of intake contacts and maintain a complex roster effectively.
- Collaborative: Collaborates with senior clinical leads to manage emergency interventions and referral handovers.
- NOTE:
- Candidates who have completed both their Bachelor’s and Master’s degrees as full-time courses from a recognized university, and who are currently residing in or around Andheri, Mumbai, or along the Western Line of Mumbai, will be given preference.
"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."
Job Description
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.
Purpose of the Job: To provide high-quality professional counselling, "in-the-moment" support, and intake services. Serves as the central point for clinical triage and scheduling for Lyra service users.
Core Responsibilities
- Helpline & Crisis Management: Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email.
- Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques.
- Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
- Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified.
- Clinical Intake & Triage: Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress.
- Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment.
- Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or partner network, matching based on specialty and language preference.
- Accurately evaluate clinical needs to evaluate whether care should be provided within a structured, short-term framework.
- Delivery of Clinical Sessions: Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework.
- Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns.
- Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity.
- Maintain accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
- Monitor client progress through regular outcome measurement and adjust treatment plans or escalate to the Senior CCM for complex review as necessary.
- Advanced Scheduling & Appointment Coordination: Systematically manage the daily clinical roster, ensuring optimal coverage across all shifts to meet real-time helpline demand.
- Coordinate and maintain the master calendar for all in-house counseling and coaching appointments, minimizing gaps and preventing double bookings.
- Act as the primary coordinator for booking, rescheduling, and managing cancellations, ensuring both service users and clinicians are updated in real-time.
- Monitor clinician availability and specialized skill sets to ensure clients are scheduled with the most appropriate professional.
- Precision Data Capture & Database Stewardship: Accurately capture and input all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry.
- Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision.
- Maintain database integrity by ensuring all case statuses and appointment outcomes are updated immediately following service delivery.
- Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.6. Operational Liaison & Cross-Functional CoordinationServe as the central point of contact to coordinate daily activities between clinical and operations teams to facilitate a seamless user experience.
- Manage the transition of cases between teams, ensuring all clinical and operational context is successfully communicated to the receiving professional.
- Act as a liaison to resolve logistical or operational bottlenecks between departments to ensure administrative hurdles do not impact care.
- Regularly communicate operational updates and capacity shifts to leadership to ensure the strategic vision is executed daily.
- Miscellaneous & Continuous Improvement: Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy.
- Task Ownership: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs).
- Process Optimization: Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
- Workshops & Content: Participate in opportunities to deliver onsite or online workshops and contribute to the development of clinical content and training manuals.
- Event Participation: Represent Lyra Health at professional events and webinars to promote the transformative care model and clinical research.
Requirements and Qualifications
- Bachelors in Psychology (From a Recognized University)
- Masters in Clinical or Counseling Psychology (From a Recognized University)
- RCI registration is desirable
- 1-4 years of relevant experience (excluding internship)
- Must be bilingual in Hindi and English.
- Experience:
- 1-4 years of progressive working experience in a clinical setting, with significant exposure to complex case management.
- Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases.
- Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred.
- Proficiency in Google Suite and CRM systems is preferred.
- Working Hours and Flexibility:
- Working Hours: 42.5 hours per week.Schedule: 5 or 6 days a week; various shifts applicable to ensure helpline coverage.
- Hybrid Work: Hybrid working can be considered as per the need of the job.
- About You: Clinical Acumen: Advanced ability to identify and assess high-level clinical risk during "in-the-moment" helpline contacts.
- Problem Solver: Capable of navigating intricate triage challenges and client queries independently.
- Autonomous & Accountable: Able to work shifts independently while ensuring sound clinical decisions and appropriate escalation.
- Detail-Oriented: Meticulous accuracy in data capture and maintaining contemporaneous clinical notes.
- Communicator: Ability to articulate complex clinical concepts clearly to distressed callers professionally.
- Proactive & Adaptive: Adaptable to a fast-paced helpline environment with a focus on refining intake workflows.
- Organized: Ability to manage a high volume of intake contacts and maintain a complex roster effectively.
- Collaborative: Collaborates with senior clinical leads to manage emergency interventions and referral handovers.
- NOTE:
- Candidates who have completed both their Bachelor’s and Master’s degrees as full-time courses from a recognized university, and who are currently residing in or around Andheri, Mumbai, or along the Western Line of Mumbai, will be given preference.
"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."
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.
Purpose of the Job: To provide high-quality professional counselling, "in-the-moment" support, and intake services. Serves as the central point for clinical triage and scheduling for Lyra service users.
Core Responsibilities
- Helpline & Crisis Management: Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email.
- Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques.
- Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
- Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified.
- Clinical Intake & Triage: Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress.
- Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment.
- Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or partner network, matching based on specialty and language preference.
- Accurately evaluate clinical needs to evaluate whether care should be provided within a structured, short-term framework.
- Delivery of Clinical Sessions: Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework.
- Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns.
- Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity.
- Maintain accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
- Monitor client progress through regular outcome measurement and adjust treatment plans or escalate to the Senior CCM for complex review as necessary.
- Advanced Scheduling & Appointment Coordination: Systematically manage the daily clinical roster, ensuring optimal coverage across all shifts to meet real-time helpline demand.
- Coordinate and maintain the master calendar for all in-house counseling and coaching appointments, minimizing gaps and preventing double bookings.
- Act as the primary coordinator for booking, rescheduling, and managing cancellations, ensuring both service users and clinicians are updated in real-time.
- Monitor clinician availability and specialized skill sets to ensure clients are scheduled with the most appropriate professional.
- Precision Data Capture & Database Stewardship: Accurately capture and input all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry.
- Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision.
- Maintain database integrity by ensuring all case statuses and appointment outcomes are updated immediately following service delivery.
- Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.6. Operational Liaison & Cross-Functional CoordinationServe as the central point of contact to coordinate daily activities between clinical and operations teams to facilitate a seamless user experience.
- Manage the transition of cases between teams, ensuring all clinical and operational context is successfully communicated to the receiving professional.
- Act as a liaison to resolve logistical or operational bottlenecks between departments to ensure administrative hurdles do not impact care.
- Regularly communicate operational updates and capacity shifts to leadership to ensure the strategic vision is executed daily.
- Miscellaneous & Continuous Improvement: Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy.
- Task Ownership: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs).
- Process Optimization: Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
- Workshops & Content: Participate in opportunities to deliver onsite or online workshops and contribute to the development of clinical content and training manuals.
- Event Participation: Represent Lyra Health at professional events and webinars to promote the transformative care model and clinical research.
Requirements and Qualifications
- Bachelors in Psychology (From a Recognized University)
- Masters in Clinical or Counseling Psychology (From a Recognized University)
- RCI registration is desirable
- 1-4 years of relevant experience (excluding internship)
- Must be bilingual in Hindi and English.
- Experience:
- 1-4 years of progressive working experience in a clinical setting, with significant exposure to complex case management.
- Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases.
- Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred.
- Proficiency in Google Suite and CRM systems is preferred.
- Working Hours and Flexibility:
- Working Hours: 42.5 hours per week.Schedule: 5 or 6 days a week; various shifts applicable to ensure helpline coverage.
- Hybrid Work: Hybrid working can be considered as per the need of the job.
- About You: Clinical Acumen: Advanced ability to identify and assess high-level clinical risk during "in-the-moment" helpline contacts.
- Problem Solver: Capable of navigating intricate triage challenges and client queries independently.
- Autonomous & Accountable: Able to work shifts independently while ensuring sound clinical decisions and appropriate escalation.
- Detail-Oriented: Meticulous accuracy in data capture and maintaining contemporaneous clinical notes.
- Communicator: Ability to articulate complex clinical concepts clearly to distressed callers professionally.
- Proactive & Adaptive: Adaptable to a fast-paced helpline environment with a focus on refining intake workflows.
- Organized: Ability to manage a high volume of intake contacts and maintain a complex roster effectively.
- Collaborative: Collaborates with senior clinical leads to manage emergency interventions and referral handovers.
- NOTE:
- Candidates who have completed both their Bachelor’s and Master’s degrees as full-time courses from a recognized university, and who are currently residing in or around Andheri, Mumbai, or along the Western Line of Mumbai, will be given preference.
"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."
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