Junior Clinical Case Manager

The Junior Clinical Case Manager (Jr. CCM) operates as a vital link between direct clinical care and operational oversight within Lyra Health’s mental health delivery model in India. This permanent position encompasses first-line helpline and crisis management, clinical intake triage, and the delivery of structured, workplace-focused short-term therapy. Beyond direct care, the role drives quality assurance and operational compliance by auditing clinical documentation, monitoring outcome metrics such as CORE-10, preventing clinical drift, and managing affiliate network relationships and onboarding. Requiring a Master’s degree in Clinical or Counseling Psychology, three to six years of progressive clinical experience—preferably in EAP or corporate mental health environments—and fluency in English and Hindi, the Jr. CCM blends high-level clinical risk assessment with detail-oriented case management to ensure high quality, scalable care across the provider network.

To manage clinical operations, facilitate referrals, and monitor the quality of care delivered by the provider network.
It is a permanent position focused on operationalizing high-quality clinical care.

Working Hours: 48 hours per week.
Schedule: 5 or 6 days a week; various shifts may be applicable.
Hybrid Work: Hybrid working can be considered as per the need of the job.

1. Helpline & Crisis Management
Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email.
Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques.
Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering to Lyra’s established risk protocols.
Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified.

2. Clinical Intake & Triage
Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress.
Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment.
Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or the partner provider network, matching based on clinical specialty and language preference.
Accurately capture and document all clinical intake data, including CORE-10 scores and work impact metrics, in the database to ensure a seamless handover to the treating clinician.

3. Delivery of Clinical Sessions
Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework.
Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns.
Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity.
Maintain accurate, contemporaneous clinical notes for every session, ensuring they meet the legal and professional standards of the Indian healthcare landscape.
Monitor client progress through regular outcome measurement and adjust the treatment plan as necessary, or escalate to the Senior CCM for complex case review.

4. Documentation Oversight & Quality Assurance
Conduct systematic monitoring of all active clinical cases from initiation to closure to ensure strict adherence to Lyra’s clinical documentation standards.
Proactively follow up with internal clinicians and affiliate providers to secure missing or delayed clinical notes, treatment plans, and discharge summaries.
Audit case files for the accurate inclusion of outcome measurements, specifically tracking the consistent use of CORE-10 and work impact scores.
Ensure all clinical documentation is captured within the database in a timely manner, maintaining a high standard of data integrity for audit readiness.
Identify and escalate recurring documentation gaps to the Senior CCM to facilitate targeted provider training and performance management.

5. Affiliate Network & Specialty Support
Serve as the primary point of operational contact for the partner provider network, offering continuous support regarding administrative and portal requirements.
Maintain and verify the accuracy of the affiliate database, ensuring all partner providers have professional, updated bios that reflect their current clinical expertise.
Routinely audit and update provider specialties and language proficiencies to ensure the intake team can perform precise referral matching.
Assist in the onboarding process by training new affiliates on Lyra’s specific clinical protocols, risk management procedures, and case referral workflows.
Support partner providers in navigating cross-border referral processes and understanding local compliance nuances.

6. Protocol Adherence
Intervention Alignment: Rigorously audit treatment plans to ensure all clinical interventions align with Lyra’s evidence-based, short-term, and solution-focused models.
Workplace Focus Integration: Evaluate clinical goals to ensure they are specifically designed to improve the service user’s level of functioning within the workplace, focusing on "Work Impact" and productivity restoration.
Goal-Oriented Care: Verify that every treatment plan includes clear, measurable objectives that can be reasonably achieved within the prescribed short-term session limit.
Clinical Gatekeeping: Identify and address "clinical drift" where therapy may be deviating from the brief intervention framework or losing its workplace-centric focus.
Standardized Assessment Review: Monitor the consistent application of clinical outcome measures (such as CORE-10) to validate that the intervention protocol is resulting in measurable symptom reduction.
Provider Consultation: Provide direct feedback and consultation to partner providers when treatment plans do not meet Lyra’s specific clinical protocols or service level agreements.
Case Escalation: Manage the transition of cases that require longer-term or higher-acuity care, ensuring the handover remains compliant with Lyra’s global clinical standards and local professional guidelines.

7. Miscellaneous
Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy in every interaction with colleagues, providers, and service users.
Task Ownership & Accountability: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs).
Process Optimization Initiatives: Proactively identify gaps in current workflows and take the initiative to propose and implement solutions that enhance operational efficiency and clinical outcomes.
Cross-Functional Coordination: Collaborate seamlessly with the Clinical Lead, Client Success, and Product teams to ensure the delivery of the highest quality care to both clients (companies) and individual customers.
Workshop Delivery & Training: Participate in opportunities to deliver onsite or online workshops and training sessions for client organizations as requested.
Content Creation: Contribute to the development of clinical content, training manuals, and affiliate-facing materials to maintain Lyra’s position as a thought leader in mental health.

Event Participation: Represent Lyra Health at professional events, webinars, and industry conferences to promote Lyra’s transformative care model and clinical research.

Qualification: Masters in Clinical or Counseling Psychology; RCI registration is desirable.

Experience Level: 3–6 years of progressive working experience in a clinical setting.

Specialized Experience: Strong preference for candidates with a background in EAP or workplace mental health, particularly with work-impact cases.

Global Exposure: Experience navigating diverse healthcare systems and cultural nuances is preferred.

Technical Skills: Proficiency in Google Suite and CRM systems.

Linguistic Skills: Must be bilingual in Hindi and English.

Clinical Acumen: Strong clinical understanding with the ability to identify and assess clinical risk within a case management framework.

Problem Solver: Analytical approach to solving operational bottlenecks and navigating network challenges.
Autonomous & Accountable: Able to manage individual caseload responsibilities and escalate clinical concerns accurately.

Detail-Oriented: Meticulous attention to detail in monitoring clinical notes and auditing outcome measurements (CORE-10).

Communicator: Clear verbal and written skills for managing relationships with external providers and internal teams.

Proactive & Adaptive: Continuous improvement mindset to refine referral and coordination processes.

Organized: Exceptional ability to prioritize operational tasks and meet reporting deadlines under pressure.

Collaborative: Collaborates effectively with internal stakeholders to achieve a seamless global account experience.

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."