Clinical Case Manager
Lyra Health
full-time
Posted on:
Location Type: Hybrid
Location: Mumbai • India
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About the role
- Serve as the primary first point of contact for clinicians (internal as well as affiliates)
- 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 clinicians/ providers on treatment plan and delivering evidence-based care.
- Accurately understand clinical needs to evaluate whether care should be provided within a structured, short-term framework and that there is an workplace focus (when appropriate) so that the employee improves level of functioning and productivity within the workplace (work impact).
- Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the case flow.
- Monitor and review comprehensive clinical complex or risk cases to manage potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
- Manage emergency interventions and coordinate with the internal senior clinical lead when high-risk situations are identified.
- Provide high-quality, professional supervision and discussion sessions to clinicians within a structured, short-term framework.
- Ensuring case presentations(bi-weekly or monthly) by clinicians (internal as well as affiliates) for clinical knowledge enhancement, sharing best practices and guidelines, strengthening documentation and presentation skills. Assign presenters in advance (e.g., 3-month rolling schedule).
- Maintain strict checking of accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
- Monitor client progress through regular case discussions and adjust treatment plans or escalate to the Clinical Lead for complex review as necessary.
- Monitor and review data quality (including clinical problems & sessions, work impact, CORE-10, satisfaction).
- Ensure overall levels of satisfaction with service delivered.
- Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns in case discussions or presentations.
- Conduct strict checks for accurate capturing of 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.
- Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.
- Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
- Ensure partner provider network counselors adhere to all clinical protocols including risk management, standards, procedures, and service level agreements.
- Build and maintain training materials for affiliates on clinical protocols, risk management, cross border referrals, case referrals, etc.
- Collaborate with Lyra provider teams to ensure a seamless experience.
- 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.
Requirements
- Masters in Clinical/ Counseling/ Organizational/ Industrial Psychology with a minimum of 9-12 years of relevant core experience in counseling and case management (excluding any internship).
- RCI registration is desirable.
- Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field with significant exposure to case management.
- Proficiency in Google Suite and CRM systems is preferred.
Benefits
- Health insurance
- Flexible work arrangements
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementcounselingevidence-based careshort-term counselingrisk managementCBTsolution-focused therapydata quality monitoringclinical documentationclinical supervision
Soft Skills
communicationconsultationproblem-solvingorganizational skillsleadershipinterpersonal skillsinitiativecollaborationtraining developmentclient relationship management
Certifications
Masters in Clinical PsychologyMasters in Counseling PsychologyMasters in Organizational PsychologyMasters in Industrial PsychologyRCI registration