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, nearly 20 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 Clinical Case Manager plays a pivotal role in delivering high-quality Employee Assistance Program (EAP) services to Lyra Health’s clients in Singapore. This role serves as the initial point of clinical contact, conducting comprehensive assessments, managing cases, and delivering short-term structured counselling via phone, video, or chat.

The Case Manager ensures effective triage and assignment of cases to appropriate network providers, monitors progress and conducts quality reviews to maintain clinical and operational excellence. The role requires strict adherence to clinical protocols, regulatory compliance, and data privacy standards (e.g., PDPA), while ensuring services align with Lyra’s global care standards.

Working cross-functionally with internal teams, the Clinical Case Manager supports a smooth and confidential client experience, identifies opportunities for service improvement, and contributes to clinical governance and performance reporting. This position is critical in maintaining the integrity, responsiveness, and effectiveness of Lyra’s mental health support offerings in the region.

**Key Responsibilities**:

- ** Clinical Service Delivery & Case Management**:

- Provide first-point-of-contact support for employees accessing Lyra’s EAP services via telephone, video, live chat, and other platforms.
- Conduct initial clinical assessments of client needs, including risk assessments and identification of immediate support requirements, for all EAP cases.
- Manage EAP cases effectively, including critical incident intake and response, ensuring timely and appropriate support and coordination.
- Deliver telephonic, video, or chat-based structured counselling services for EAP clients as appropriate for short-term interventions.
- Ensure that clinical services are delivered according to Lyra’s global standards and meet service-level expectations.

**Case Assignment, Review & Audit**:

- Assess incoming EAP cases and make appropriate assignments to qualified counsellors and therapists within Lyra's Singapore network, considering client needs, clinical specialty, geographical location, and counsellor availability.
- Monitor assigned cases for progress, client satisfaction, and adherence to care plans.
- Conduct regular case reviews and audits to ensure compliance with internal standards of operations, ethical guidelines, and clinical quality.
- Identify trends or patterns from case reviews that may indicate areas for service improvement or additional training for network providers.

**Service & Operational Excellence**:

- Adhere strictly to operational standards and clinical protocols established by Lyra and local regulatory requirements in Singapore.
- Coordinate seamlessly with internal teams (e.g., Network Associate, other Clinical Case Managers, call centre) to ensure smooth client journeys and effective support.
- Identify opportunities for service improvement within the EAP delivery process and escalate any issues or complex situations to the Clinical Team Leader as appropriate.
- Provide support in reporting clinical and operational metrics, and assist with client communication where required.
- Maintain accurate and timely documentation of all case activities, capturing case details, assignment records, review findings, and operational metrics in the clinical database with precision and confidentiality.

**Quality & Compliance Adherence**:

- Maintain strict compliance with Singapore’s mental health system, regulatory frameworks, data privacy laws (e.g., PDPA), and professional standards.
- Contribute to ensuring consistent quality and adherence to clinical governance across all EAP service delivery.

**Requirements**:

- Master’s degree in Psychology, Counselling, or a related field.
- Registration with SAC (Singapore Association for Counselling) or Singapore Psychological Society is mandatory.
- At least 3-5 years of experience in a clinical or EAP setting.
- Proven experience in critical incident management and short-term counselling.
- Demonstrated ability to assess clinical cases and make appropriate referrals/assignments.
- Familiarity with conducting clinical case reviews and audits.
- Familiarity with Singapore’s mental health system and regulatory frameworks.
- Strong business and commercial awareness with a comprehensive understanding of EAP services.
- Excellent commun