EAP Case Manager Team Leader

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.

Lyra Canada are recruiting an experienced Case Manager Team Leader who is dedicated to support the existing team of EAP Case Managers and assist with the day to day operations. Reporting to the Country Manager, you will play a key role in supporting the company’s period of growth and change and be a role model for the expected behaviours and attitudes. 

The role is a fully remote, permanent five (5) day a week role and some out of office hours shift work may be required from time to time.

• Service and Clinical management
• Working collaboratively with Country manager to assist with day-to-day service coordination and workforce planning.
• Provide line management support for a small team of EAP Case Managers and ensure they are appropriately onboarded, inducted, trained, and supported to deliver best practice in adherence with Lyra protocols and standards.
• Act as a point of contact for clinical cases and issues/complaints in line with our escalation structure.
• Escalating areas of concern in a proactive fashion to allow for effective service improvement plans where required.
• Support the team with effective risk mitigation and management in line with internal clinical protocols.
• Ensure the clinical team abide by all risk and safeguarding protocols and ensure cases are escalated appropriately.
• Delegate for Country Manager as required.

• Monitor and manage individual and team performance in line with service SLAs and KPIs.
• Deliver regular one to one check-ins with the team and host regular team communications/meetings to ensure the team are up to speed on operational and business updates.
• Assist in the recruitment process for new Case Managers and/or affiliates/providers as required.
• Assist on the induction, training and audit of new Clinical Case Managers to the team.
• Working with the Country Manager to set Team objective/goal setting and performance reviews at regular periods throughout the year in line with Lyra performance policies.
• Ensure mandatory training is completed in line with deadlines.

• Maintain and develop clinical knowledge and clinical expertise to support the team and service.
• Balance managerial role with a small clinical case load.
• Work in adherence with your governing body code of conduct and ethics.
• Some travel may be required for team and/or client meetings. 

• Masters level counselling qualification appropriate to professional standards of the Canadian province of practice.
• Current registration or accreditation with a relevant professional body.

• Essential:
• Working with a broad range of psychological health and workplace related issues. Should include mental health, trauma, stress, relationship issues, child related issues, anxiety, and substance related issues.
• Minimum of 400 hours therapeutic delivery post qualification.
• Working in high pressure, time limited environments.
• Experience in working with high-risk cases such as suicide, abuse, as well as substance use and abuse.
• Supporting peers

• Currently employed or previous experience working for an EAP Provider in Canada
• Experience of working in a time limited framework
• Previous intake clinician working experience that includes telephonic, live chat, and email counselling
• Line management or supervisor experience in a clinical setting

• You will have a professional and quality orientated approach to work
• Ability to retain and protect confidential materials
• Enthusiastic and dynamic.
• Strong customer focus
• Excellent problem-solving skills
• Ability to develop and sustain mature working relationships.
• Excellent cross-cultural awareness and sensitivity
• Able to work independently and as part of a team
• Ability to effectively negotiate between different parties to achieve the best possible outcomes for the business
• Open to change and ability to work with ambiguity
• Aware of impact of own actions on workload of others and the business (self responsibility)
• A keen sense of ownership and responsibility for the quality of work produced
• Assertive
• Ability to function effectively under pressure

"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."