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About the Role
This role is for a Malaysia-based clinical Consultant (mental health professional) within Lyra International’s central Critical Incident Services (CIS) Team, within the Care Operations department.
The Consultant will support in servicing Critical Incident Services and associated Clinical Services, with administrative duties in the operational delivery of Crisis-related Care to Lyra’s global customers.
Working Hours & Flexibility: Standard Schedule, a 5-day, 8 hours/day role from 07h00am - 16h00pm.
Weekend/public holiday On-Call duties: Requires rotational weekend standby duties (approx. every 3–5 weeks) to respond to any urgent requests that may come through after hours.
Global Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.
Remote: This is a remote role in Malaysia, must have suitable space to work remotely, with strong reliable power and Wifi, and a smart phone required for Lyra systems authentication login. On occasion, there may be expectation to travel to customer sites in Malaysia/regionally to support with onsite CIS interventions.
Key Responsibilities
To provide the first point of contact for custodians who require critical incident support, advising on best practice clinical interventions (CIS) and crisis response programmes.
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 selectively provide onsite and/or virtual clinical CI support/counselling to customers and members where appropriate.
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.
This job description is not exhaustive and may be amended or added to as the role develops and as business demands change.
Minimum level of experience required (including any industry-specific experience)
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 sound understanding of various trauma and disruptive events theory and paradigms.
Minimum skillset required
Computer literacy & confidence adopting new technologies
Ability to effectively merge Clinical and Critical Incident focus
Client service orientation
Articulate, competent in English
Good telephone manner and ability to provide telephonic therapy.
Good Clinical understanding and ability to manage critical incidents and workplace disruptive events.
Good time management ability
Excellent admin skills
Ability to work within a team.
Ability to work well under pressure and with swift response times
Business and commercial awareness and competent basic financial administration
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