Intake Clinician Team Lead

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.

The Intake Clinician Team Lead's primary role is to lead and supervise the intake team's day-to-day function within Malaysia.  The role is a permanent five (5) day a week role & 1 Saturday a month. 

Purpose of the Job:

The primary role of this position is to supervise and provide high quality professional counselling and information support services to employees and dependents of client companies. It is a permanent position, and the job holder will be based in office.

The Intake Clinician Team Lead is responsible to supervise all primary responsibilities of a midnight intake clinician in Lyra Malaysia.

• To supervise and provide the first point of contact for employees accessing the LYRA EAP service via telephone counselling, live chat and other services that are provided by the LYRA EAP service.
• To supervise and provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical Manager in accordance to the LYRA SLA's.
• To accurately capture all information on the database pertinent to the clinical management of the case and information pertaining to operations metrics.
• When required, to case manage clinical cases to ensure that structured counselling is provided by the LYRA affiliate network.
• Ensure that clinical services are delivered in line with LYRA global standards and within the SLAs of customers provided by the Clinical Manager.
• To adhere to the operational standards as set out by Clinical Manager.
• To provide critical incident intake, support, and case management.
• Be able to deliver structure counselling services via telephonic, video or chat means.
• Coach and mentor team members to perform.

• Computer literacy & ability to type fast.
• Ability to effectively merge Clinical and EAP 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.

• Stay accountable for all activities and actions of midnight intake clinicians and assure alignment with both LYRA EAP and Lyra WFMH services.
• Guide and coach new intake clinicians when needed.
• Able to critically manage situations that are novel and to handle with care in relation to the situation at hand.
• Identify gaps and improvement opportunities for internal systems/workforce and feedback to the manager.
• Assist subordinates when needed for meetings/ critical cases to ensure great customer experience.
• You will occasionally be required to respond to questions or assist with urgent matters outside of your work hours as part of the nature of the night team.
• Be on rotation together with the Lead Clinical Case manager to standby for risk cases or when a senior clinician is needed at any time.

• Provide counselling and psychotherapy to EAP & community clients.
• Provide Psychological assessment & reports.
• Deliver talks/training/workshop
• Crisis support/onsite support
• Ad hoc requests within the realm of your expertise as a clinical psychologists/Registered Counsellor.

• Minimum of a Master's Qualification as a Clinical Psychologist or a Counsellor
• Registration with the MAHPC (Clinical Psychologist) or Lembaga Kaunsellor Malaysia
• Minimum of 2 years working experience
• Must be able to provide counselling within a short-term framework

"We are an Equal Opportunity 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.

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  For more information about how we use and retain your information, please see our Workforce Privacy Notice."