About Lyra Health
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.
Key Responsibilities
- To provide the first point of contact for custodians who require critical incident support
- To engage with various global subsidiaries and partners in the review, approval, and support of the provision of CI support
- To accurately capture all information on the database pertinent to the clinical management of the case
- To request and manage CI costing from global subsidiaries and partners and ensure that quotes are provided to customers for approval
- To provide onsite and/or virtual CI support to customers in Australia where and if needed
- To engage with all customers and stakeholders as and when required to ensure that CI and disruptive event services are effectively implemented
- To engage with Client Services and Customers in formal or ad hoc meetings to ensure that there is a comprehensive understanding of the services we deliver
- To create client protocols and relevant documentation working closely with the Client Services and Marketing team in the delivery of such materials.
Minimum Level Of Experience Required
- Minimum of a master’s Qualification as a Psychologist / Counsellor or equivalent qualification
- Registration with the specific psychological / counselling board in your respective country.
- Minimum of 2 years working experience with trauma and critical incident experience
- Be able to demonstrate excellent understanding of the various trauma and disruptive events theory and paradigms
Minimum Skillset Required
- Computer literacy & ability to type fast.
- Ability to effectively merge Clinical and Critical Incident focus
- Client service orientation
- Articulate
- Good telephone manner and ability to provide telephonic therapy
- Good Clinical understanding and ability to manage critical incidents and disruptive events
- Good time management ability
- Excellent admin skills
- Ability to work within a team
- Ability to work well under pressure
- Business and commercial awareness
- Must be well versed with Google
- Advantage in using salesforce and Zendeck
Additional Details
- Experience working across multiple countries / globally will be valued
- Able to ensure own strong and reliable power and Wi-Fi connection as these are vital for remote work role
- Although this is typically a 5 day, 8 hours a day role, due to the nature of the work, this role requires flexibility at times: to work out of normal working hours, public holidays (if and where needed), and on rotation over weekends (currently every 4-6 weeks) to check CI mailbox and attend to requests that come through.
- The person needs to be flexible about sometimes supporting with meetings outside of standard working hours in-country due to global team and clients with sites around the world
We are an Equal Chance 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.
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📌 Critical Incident Consultant
🏢 Lyra Health
📍 Armidale