Job Description

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.

Role Summary

The primary purpose of this role is to serve as the clinical-operational focal point and Case responsible for Critical Incidents (CI) globally. The role acts as the crucial middle person between clients and the global network of providers. This position requires a unique combination of hands-on clinical experience in trauma/crisis intervention and rigorous operational discipline to manage case logistics, data integrity, and financial approvals in a fast-paced, multi-time-zone environment.

Core Key Responsibilities

Critical Incident Case Management: Serves as the first point of contact for CI requests, actively leading the case lifecycle from initial evaluation and rapid risk assessment to determining the appropriate short-term clinical support plan.

Administrative & Data Rigor (Primary Focus): Executes the high-volume administrative tasks, including accurate case registration and continuous monitoring within Salesforce. This involves rigorous data integrity checks, ensuring all service data and financial approvals are logged correctly.

Global Coordination & Logistics: Engages with the international team (e.g., South Africa, Malaysia, Canada) to manage the CI mailbox, ensure 24/7 global coverage, and coordinate service provision across various time zones and jurisdictions.

Financial and Contract Liaison: Manages communications with clients regarding CI costing and approvals. Ensures that the final support plan adheres to the commercial terms and contracts established with the customer.

Clinical Provision (Mexico/LATAM): Provides direct clinical support, focused on short-term crisis intervention and trauma support, both virtually and on-site in Mexico (or LATAM, if required and feasible).

Process Compliance: Assists in documenting internal operational processes and ensures all actions align with internal protocols and legal requirements.

Weekend/Holiday Coverage: Mandatory participation in rotational weekend/public holiday coverage (approx. once per month), which is separately compensated beyond the base salary.

Clinical & Operational Expertise

• Professional License (MANDATORY): Must possess the Mexican professional license (cédula profesional) required for clinical practice in Mexico.
• Clinical Background: Proven experience and specialized training in short-term trauma/crisis intervention, rapid risk assessment, and de-escalation techniques.
• Operational Experience: Proven experience in a Case Management roll Operations support, or in the Employee Assistance Program (EAP) sector, demonstrating the ability to manage process logistics and administration.
• High proficiency in both English and Spanish is required for communication with the International team.
• Proactivity & Organization: Must be highly self-sufficient and an excellent organizer to manage case loads and time differences.
• Strong written and oral communication skills are essential for coordinating global stakeholders.
• Strong ability to work with Salesforce (or a similar CRM) for case logging and tracking.
• Agility Under Pressure: Demonstrated ability to work fast and under pressure to meet 24-hour Critical Incident SLAs.

$22,250 - $27,000 a month

In exchange for your commitment and the skills required for the role, we offer:

Gross monthly salary registered at 100% with the IMSS (Mexican Social Security Institute).

Benefits by Mexican law.

Above the law Benefits after the probation period:

-30 Days Annual Christmas Bonus (Aguinaldo)

-Grocery Vouchers.

-Restaurant Vouchers.

-Annual Performance Bonus.

-Health Plan.

-Employee Assistance Program (EAP) (psychological, legal, nutritional counseling, and information services).

-4 Additional Paid Personal Days semi-annually, according to operational needs.

-3 Paid Days for Marriage.

-Annual Financial Aid for Children’s School Supplies ($1500 MXN).

-Life Insurance (effective after one year of employment).

-Christmas Basket ($3500 MXN).

-Funeral Financial Support.

-Financial Support in case of the birth of a child.

If you identify 100% with this challenge and want to significantly impact people's lives, apply now and we will contact you as soon as possible.

"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 globaldpo@lyrahealth.com.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.

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