Critical Incident Consultant

6 days ago

Sydney, New South Wales, Australia Lyra Health Full time $104,000 - $150,000 per year
About Lyra Health
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. Key Responsibilities
  • To provide the first point of contact for custodians who require critical incident support.
  • 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 provide onsite and/or virtual CI support to customers in Australia where and if needed.
  • 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.
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. (AHPRA - Australian Health Practitioners Registration Authority, AASW – Australian Association of Social Workers, PACFA (Psychotherapy and Counselling Federation of Australia), ACA (Australian Counselling Association), ARCAP (Australian Register of Counsellors and Psychotherapists)
  • Minimum of 2 years working experience with trauma and critical incident experience.
  • Be able to demonstrate excellent understanding of the various trauma and disruptive events theory and paradigms.
Minimum skillset required
  • Computer literacy & ability to type fast. 
  • Ability to effectively merge Clinical and Critical Incident focus.
  • Client service orientation
  • Articulate
  • Good telephone manner and ability to provide telephonic therapy.
  • Good Clinical understanding and ability to manage critical incidents and disruptive events.
  • Good time management ability
  • Excellent admin skills
  • Ability to work within a team.
  • Ability to work well under pressure.
  • Business and commercial awareness
  • Must be well versed with Google 
  • Advantage in using salesforce and Zendeck
Additional details
  • Experience working across multiple countries / globally will be valued.
  • Able to ensure own strong and reliable power and Wi-Fi connection as these are are vital for remote work role.
  • Although this is typically a 5 day, 8 hours a day role, due to the nature of the work, this role requires flexibility at times: to work out of normal working hours, public holidays (if and where needed), and on rotation over weekends (currently every 4-6 weeks) to check CI mailbox and attend to requests that come through. 
  • The person needs to be flexible about sometimes supporting with meetings outside of standard working hours in-country due to global team and clients with sites around the world.
"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 [email protected]. 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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