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.
Purpose of the Job:
The Intake Clinician’s primary role is to provide high quality and professional solution focused counselling and information support service to employees of client companies telephonically in Malaysia. The role is a permanent full time night shift position and would be working from home.
Role Overview:
Location: The position of the intake clinician is a night shift position that allows for Working From Home (remote).
Work Hours: Monday to Friday: 7pm to 7am
Weekends and public holidays: These shifts involve 12-hour day (7:00am – 7:00 pm) and night (7:00pm – 7:00am) shifts
The role operates on a rotational schedule, which includes weekdays, weekends and public holidays with rotational days off.
Work environment: The nature of the role involves conforming to call centre conditions and structures.
This job specification is not exhaustive and will be reviewed as the role develops.
Several pre-employment checks are pre-requisites prior to hiring external applicants e.g. criminal checks, reference checks, past employment checks, ID verification, qualification verification, residence and credit checks.
Primary Responsibilities:
To provide the first point of contact for employees accessing the Lyra EAP service via telephone counselling or live chat.
To provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical Manager.
To accurately capture all information on the database pertinent to the clinical management of the case.
To adhere to all clinical protocols and procedures as laid out by Clinical Management.
Requirement and Qualification:
Minimum of a Master’s Qualification as a Psychologist or a Counsellor
Registration with the MAHPC (Clinical Psychologist) or Lembaga Kaunsellor Malaysia
Fresh graduates are encouraged to apply for this position
Must be able to provide counselling within a short-term framework
Preference will be given to candidates that have a background and working experience in the EAP field.
Skills and Attributes:
Computer literacy & ability to type fast
Ability to effectively merge Clinical and Employee Assistance Program focus
Client service orientation
Articulate
Good telephone manner and ability to provide telephonic therapy
Good Clinical understanding and ability to manage risk
Good time management ability
Ability to work within a team
Ability to work well under pressure
Business and commercial awareness
High attention to details
