EAP Case Manager

Lyra Health, Inc.; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading company in mental health care is seeking an experienced counsellor to provide support via helpline and online chat. The role includes conducting assessments, managing risks, and collaborating with clinical teams. This remote position requires a Master's level qualification and relevant professional registration, with a focus on delivering high-quality mental health services.

Benefits

Annual in-person team gathering

Qualifications

• Master’s level counselling qualification appropriate to Canadian professional standards.
• Current registration or accreditation with a relevant professional body.
• Minimum of 3 years post-qualification therapeutic experience.

Responsibilities

• Provide first point of contact for service users accessing EAP/Mental Health services.
• Conduct risk assessments and implement risk management plans.
• Document all pertinent information in the clinical database.

Skills

Computer literacy

Bilingualism in English and French

Client service orientation

Telephonic therapy skills

Risk management skills

Time management

Teamwork

Education

Master’s level counselling qualification

Current registration with a relevant professional body

Job description

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

The Lyra Health Canada team is looking for an experienced counsellor who is able to handle call intake and act as the first point of contact for employees and their dependants accessing Lyra Health Canada services. The role includes providing in-the-moment counselling support, including containing risk where appropriate.

This is a permanent five (5) day a week role, with some out-of-office hours shift work as needed.

Responsibilities of the role

1. Provide the first point of contact for service users accessing EAP/Mental Health services via helpline or online chat.
2. Support and contain service users in the moment with brief, goal-focused therapeutic support and psychoeducation.
3. Complete brief clinical assessments to determine service user needs.
4. Conduct risk assessments and implement risk management plans swiftly.
5. Identify appropriate support options based on clinical assessments, including short-term counselling, other services, local charities, or healthcare.
6. Accurately document all pertinent information in the clinical database.
7. Adhere to all clinical and operational protocols, standards, and procedures.
8. Collaborate with global clinical teams and liaise with affiliate clinicians for appointments and case updates.
9. Contribute to service and business development as needed.
10. Maintain flexibility in working hours and activities according to business needs.
11. Participate in governance and quality assurance activities.

Minimum experience required

Essential:

• Master’s level counselling qualification appropriate to Canadian professional standards.
• Current registration or accreditation with a relevant professional body.

Desired:

• Experience with a broad range of psychological health and workplace issues, including trauma, stress, relationship issues, child-related issues, anxiety, and substance issues.
• Experience in high-pressure, time-limited environments.
• Experience managing high-risk cases such as suicide, abuse, and substance use.
• Minimum of 3 years post-qualification therapeutic experience.

Minimum skillset required

• Computer literacy and fast typing skills.
• Bilingualism in English and French is an asset.
• Ability to merge clinical and EAP focus effectively.
• Strong client service orientation, articulation, and telephonic therapy skills.
• Good clinical understanding and risk management skills.
• Effective time management, teamwork, and ability to work under pressure.
• Business and commercial awareness.

The role is remote with an annual in-person team gathering.

We are an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, or any other protected category.

By applying, you acknowledge that your personal information will be processed according to the Lyra Health Workforce Privacy Notice. For more details, please see the Privacy Notice and contact [e-mail] for data privacy rights outside the US.