Hybrid Clinical Case Manager

at Lyra Health

• Job title: Clinical Case Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Mumbai, India

About the role

• Clinical Case Manager at Lyra Health providing clinical consultation and case management in mental health. Focused on evidence-based care for Lyra India service users in a hybrid work environment.

Responsibilities

• Serve as the primary first point of contact for clinicians (internal as well as affiliates)
• Monitor cases throughout the duration of the case including the follow-up of relevant documentation from all parties (affiliate, client, etc. where appropriate).
• Provide consultation and support to clinicians/ providers on treatment plan and delivering evidence-based care.
• Accurately understand clinical needs to evaluate whether care should be provided within a structured, short-term framework and that there is an workplace focus (when appropriate) so that the employee improves level of functioning and productivity within the workplace (work impact).
• Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the case flow.
• Monitor and review comprehensive clinical complex or risk cases to manage potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols.
• Manage emergency interventions and coordinate with the internal senior clinical lead when high-risk situations are identified.
• Provide high-quality, professional supervision and discussion sessions to clinicians within a structured, short-term framework.
• Ensuring case presentations(bi-weekly or monthly) by clinicians (internal as well as affiliates) for clinical knowledge enhancement, sharing best practices and guidelines, strengthening documentation and presentation skills. Assign presenters in advance (e.g., 3-month rolling schedule).
• Maintain strict checking of accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape.
• Monitor client progress through regular case discussions and adjust treatment plans or escalate to the Clinical Lead for complex review as necessary.
• Monitor and review data quality (including clinical problems & sessions, work impact, CORE-10, satisfaction).
• Ensure overall levels of satisfaction with service delivered.
• Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns in case discussions or presentations.
• Conduct strict checks for accurate capturing of all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry.
• Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision.
• Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations.
• Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency.
• Ensure partner provider network counselors adhere to all clinical protocols including risk management, standards, procedures, and service level agreements.
• Build and maintain training materials for affiliates on clinical protocols, risk management, cross border referrals, case referrals, etc.
• Collaborate with Lyra provider teams to ensure a seamless experience.
• Identify customer specific or other themes and trends from case management and communicate this information to operations leadership and client services/customer success as appropriate for greater strategic management of the client contract and value add initiatives for the client company.
• Monitor rates of no shows & late cancellations and report trends to operations leadership.

Requirements

• Masters in Clinical/ Counseling/ Organizational/ Industrial Psychology with a minimum of 9-12 years of relevant core experience in counseling and case management (excluding any internship).
• RCI registration is desirable.
• Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field with significant exposure to case management.
• Proficiency in Google Suite and CRM systems is preferred.

Benefits

• Health insurance
• Flexible work arrangements
• Paid time off
• Professional development opportunities