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.

Purpose Of The Job

The Intake Clinician's primary role is to provide high quality and professional solution focused counselling and information support service to employees of client companies telephonically in Malaysia. The role is a permanent full time night shift position and would be working from home.

Role Overview

Location: The position of the intake clinician is a night shift position that allows for Working From Home (remote).

Work Hours: Monday to Friday: 7pm to 7am

Weekends and public holidays: These shifts involve 12-hour day (7:00am – 7:00 pm) and night (7:00pm – 7:00am) shifts

The role operates on a rotational schedule, which includes weekdays, weekends and public holidays with rotational days off.

Work environment: The nature of the role involves conforming to call centre conditions and structures.

This job specification is not exhaustive and will be reviewed as the role develops.

Several pre-employment checks are pre-requisites prior to hiring external applicants e.g. criminal checks, reference checks, past employment checks, ID verification, qualification verification, residence and credit checks.

Primary Responsibilities

To provide the first point of contact for employees accessing the Lyra EAP service via telephone counselling or live chat.
To provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical Manager.
To accurately capture all information on the database pertinent to the clinical management of the case.
To adhere to all clinical protocols and procedures as laid out by Clinical Management.

Requirement And Qualification

Minimum of a Master's Qualification as a Psychologist or a Counsellor
Registration with the MAHPC (Clinical Psychologist) or Lembaga Kaunsellor Malaysia
Fresh graduates are encouraged to apply for this position
Must be able to provide counselling within a short-term framework

Preference will be given to candidates that have a background and working experience in the EAP field.

Skills And Attributes

Computer literacy & ability to type fast
Ability to effectively merge Clinical and Employee Assistance Program 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
High attention to details

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 [HIDDEN TEXT]. For more information about how we use and retain your information, please see our Workforce Privacy Notice.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.