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.
Role Summary
The primary purpose of this role is to serve as the clinical-operational focal point and Case responsible for Critical Incidents (CI) globally. The role acts as the crucial middle person between clients and the global network of providers. This position requires a unique combination of hands-on clinical experience in trauma/crisis intervention and rigorous operational discipline to manage case logistics, data integrity, and financial approvals in a fast-paced, multi-time-zone environment.
Core Key Responsibilities
Critical Incident Case Management: Serves as the first point of contact for CI requests, actively leading the case lifecycle from initial evaluation and rapid risk assessment to determining the appropriate short-term clinical support plan.
Administrative & Data Rigor (Primary Focus): Executes the high-volume administrative tasks, including accurate case registration and continuous monitoring within Salesforce. This involves rigorous data integrity checks, ensuring all service data and financial approvals are logged correctly.
Global Coordination & Logistics: Engages with the international team (e.g., South Africa, Malaysia, Canada) to manage the CI mailbox, ensure 24/7 global coverage, and coordinate service provision across various time zones and jurisdictions.
Financial and Contract Liaison: Manages communications with clients regarding CI costing and approvals. Ensures that the final support plan adheres to the commercial terms and contracts established with the customer.
Clinical Provision (Mexico/LATAM): Provides direct clinical support, focused on short-term crisis intervention and trauma support, both virtually and on-site in Mexico (or LATAM, if required and feasible).
Process Compliance: Assists in documenting internal operational processes and ensures all actions align with internal protocols and legal requirements.
Weekend/Holiday Coverage: Mandatory participation in rotational weekend/public holiday coverage (approx. once per month), which is separately compensated beyond the base salary.
If you identify 100% with this challenge and want to significantly impact people's lives, apply now and we will contact you as soon as possible.
"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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."