Job Description

Roles & Responsibilities

Clinical Case Management Support

Intake & Triage: Monitor incoming case queues, ensuring referrals are processed promptly and assigned to appropriate clinical case managers, affiliates, etc.
Case Coordination: Assist internal clinical case managers and affiliates with case file management, supporting affiliates with technical issues related to dedicated affiliate portal, data entry, and tracking authorisation periods, invoices, etc.
Crisis Protocol: Act as a first point of administrative contact during high-volume periods, escalating urgent or high-risk cases to clinical case managers immediately.
Documentation: Ensure all clinical documentation is uploaded to the relevant systems accurately and within required timeframes.
Mentorship & Training: Train and guide existing clinical administrative staff and serve as a mentor for junior administrators.
Workflow Oversight: Act as the administrative lead by monitoring the department & overall case queues and workload to ensure the team is meeting SLAs and reallocating resources during high-volume surges.
Quality Audits: Conduct weekly spot-checks of case files created by intake and Connected Calendar affiliates and to ensure data integrity, proper coding, and documentation compliance. Keeping affiliate scorecards up-to-date and ready for KPI feedback.
CISM Coordination: Lead the logistical coordination of Critical Incident Stress Management (CISM) responses for large-scale onsite trauma events (e.g., arranging travel and briefing materials for counsellors deploying to onsite customer locations), working with the Clinical Lead.
Network Gap Analysis: Proactively identify gaps in the provider network (e.g., lack of child psychologists in a specific country; lack of additional legal providers in specific country, etc) and work with the Provider Network Developer.

Operational & Administrative Duties

Monitoring and Reports: Generate weekly and monthly reports on key performance indicators (KPIs) such as affiliate scorecards, call answer rates, and case turnaround times.
Billing Support: Reconcile provider invoices against authorised sessions and resolve billing discrepancies in collaboration with the clinical case mana finance team. This will cover invoicing for service provision across EAP
Process Improvement: Identify bottlenecks in the case management workflow and suggest administrative solutions to improve efficiency and the client/affiliate experience.
Data Corrections: Pull regular data corrections for the internal/external team to review and fix
Technical/IT ticket support: Keeping track of system updates that may require troubleshooting with affiliates and the case management team, attending monthly technical support meetings

Compliance & Privacy

Compliance: Strictly adhere to GDPR regulations and confidentiality standards regarding Protected Health Information (PHI) in all communications and record-keeping.
Audit Prep: Assist the Clinical Lead in preparing files and data for internal and external audits.

Desired Candidate Profile

Bachelor s degree in healthcare administration, Psychology, Social Work, or a related field (or equivalent work experience).

2+ years of administrative experience in a healthcare, mental health, or insurance setting.
Specific experience within an EAP or behavioural health managed care organisation is highly preferred.
Excellent fluency in English; with Arabic, Hindi, Urdu being beneficial.
Proficiency in Case Management systems (e.g., Salesforce, or similar CRMs).
Strong command of Google Suite (Sheets, Forms, Slides) and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
Familiarity and comfort with basic clinical terminology.

Clinical Administrator Lyra Health

Clinical Administrator
Lyra Health