Clinical Case Manager

DubaiFull-timemid

OtherClinical Case Manager

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Overview

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…

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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.

Lyra is looking to appoint a Clinical EAP Case Manager to enhance the quality of client case management, to maximize satisfaction and to support an affiliate network. The primary objective of this role will be to actively manage clinical and non-clinical cases, ensuring high quality of care and ethical and professional practice.

The primary role of this position is to provide high quality and professional supervisory and information support services to affiliates, employees and dependents of client companies.

You will work hybrid, from Dubai: 2 days working from home, 3 day in the office.

The work week runs from Monday – Friday, so the successful candidate will be expected to work 5 days a week from 8am to 5 pm.

To provide a point of contact for affiliates within the EAP referral network

Supporting clients that are accessing the EAP service

To provide guidance and support to affiliates and employees in a professional and respectful manner and to standards agreed with the Clinical Lead

To accurately capture all information on the database pertinent to the clinical management of the case

When required, to case manage clinical cases to ensure that structured counselling is provided by the EAP affiliate network

Working with different modes of service access, such as telephone counselling and text-based counselling (training will be provided on the latter and prior experience of text-based counselling is not a pre-requisite)

To adhere to all clinical protocols, standards, and procedures as laid out by the Clinical Lead

To adhere to the operational standards as set out by Clinical Lead

To provide critical incident intake, support, and management

To provide training to new affiliates joining the network

Provide case consultations and/or supervision

To work within ethical frameworks around DEIB and culturally responsive care

Minimum of a Master’s qualification as a Psychologist or equivalent qualification

Registration with a local or international clinical body

2+ years working experience as a clinician

3+ years experience working in the EAP operational field is desirable

Must be comfortable and have experience in short-term counseling frameworks.

Must have experience in risk assessment and management.

Excellent fluency in English is essential

Fluency in Arabic, Hindi, Urdu, Tagalog or French is beneficial

Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).

Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Familiarity and comfort with basic clinical terminology.

Comfort with using AI tools efficiently and ethically.

Empathy & Professionalism: Ability to handle sensitive situations with compassion while maintaining strong professional boundaries with both internal staff and external teams and affiliates.

Detail-Oriented: Exceptional accuracy in data entry and record-keeping.

Prioritisation: Ability to manage multiple competing priorities in a methodical way.

Communication: Strong verbal and written communication skills for interacting with affiliates, clients, and internal stakeholders. This includes working with a global team.

Emotional maturity and regulation: Given the nature of the work, it is beneficial to have someone who is able to emotionally regulate, has the ability to prioritise their self-care alongside meeting work requirements and having the communication skills to reach out when they may need additional support.

Ability to effectively merge Clinical and EAP focus

Client service orientation

Good telephone manner and ability to provide telephonic counseling

Good Clinical understanding and ability to manage risk

Maintaining and enhancing the overall customer experience, addressing issues or complaints that may arise promptly

Good time management ability and strong administrative skills

Comfort in engaging with case consultations

Ability to work well under pressure

Business and commercial awareness

Approachable for affiliates and team members who are in need of assistance and support