PRN EAP Call Center Representative

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.

Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.

Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Job Summary

The EAP Call Center Representative will be responsible for offering a client centric experience connecting callers to appropriate resources as needed answering inbound calls quickly, efficiently and in a courteous manner. This position will also screen for potential risk concerns and facilitate connections to licensed professionals as necessary. Client outreach and case follow-up will also be completed to ensure a timely service connection has been located.

Essential Functions

• Provides assistance to incoming callers and serves as initial point of contact for USPS employees, their family members, and providers.
• Facilitates file set up and/or file management through caller authentication, verification of demographics and eligibility in accordance with HIPAA privacy guidelines.
• Educates providers and members about the EAP benefit and the scope of EAP with a focus on program promotion.
• Provides routine referrals to Field Staff and/or network providers with a focus on promoting appointment access and timely connection to care.
• Demonstrates the use of key customer service concepts in all communications, including reflective listening, use of empathy statements and, when needed, de-escalation skills.
• Triage of crisis callers to clinical staff for appropriate assistance according to established protocols.
• Provides outreach on routine cases not assigned to Field Staff to verify service connection.
• Assists Training Coordinator with new hire training, including procedural aspects of position, documentation, orientation within the organization, and compliance rules and regulations when needed.
• Provides administrative support for critical incidents.
• Completes appropriate documentation in medical record in compliance with USPS policy, regulatory standards.
• Processes authorization requests and responds to benefits and claims inquiries from members and providers.
• Works collaboratively with provider relations to verify accuracy of network provider listings.
• Meets call center metrics and quality assurance standards, including call/documentation audits.
• Adheres to all department goals and guidelines.
• Complies with all Federal and applicable State laws and Lucet policies regarding privacy, confidentiality and security of health information and other designated information.
• Adheres to Lucet Mission Statement, Core Values, Code of Business Conduct, and Compliance Program.
• This position is prohibited from conducting evaluations or interpretations of clinical data.
  
  
  

Required

Job Qualifications

• Bachelor's degree in Social Work, Psychology or related healthcare field and 1-3 years of experience in a health care, managed care and/or customer service setting; OR high school diploma and 3-5 or more years of experience in a health care, managed care and/or customer service setting
• Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously while taking information over the phone,
• Excellent written and verbal communication, interpersonal, and organizational skills
• Ability to talk and type simultaneously.
• Given this position services a federal contract, individuals in this position will be required to have US Citizenship and to pass background checks to include a 10-panel drug screen and Public Trust.
  
  
  

Preferred

• Bachelor's degree and five (5) or more years of experience in a health care, EAP/managed care and/or customer service setting
• Familiar with behavioral health/medical terminology
• Bilingual (English and Spanish)
  
  
  

Key Competencies

• Works autonomously on routine tasks and demonstrates the ability to work collaboratively within a multi-disciplinary team.
• Demonstrates consistency in professional demeanor in all verbal and written communication.
• Reliability
• Strong work ethic
• Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met.
• Ability to prioritize and manage multiple tasks in a fast-paced, changing environment.
• Ability to work independently to meet team objectives/goals.
• Maintains a professional demeanor in response to all situations regardless of the nature or circumstances of the situation.
• Demonstrates schedule adherence and shift flexibility to support business needs.
  
  
  

Working Conditions

• Work is performed indoors in a remote, home setting or typical office environment - not substantially exposed to adverse environmental conditions.
• Since this is a remote position, employees must have a dedicated private workspace in their home to ensure productivity, confidentiality, and professionalism.
• Continuous exposure to VDT screens, video calling, headphones, and computers.
• Physical demands include constant ability to remain in a stationary position, move about inside an office or remote setting, able to communicate and exchange information with others, able to inspect information, and able to perform repetitive motion with arms and fingers.
• Mental demands include constant ability to interpret data, problem solve, make decisions, and organize and plan.
  
  
  

Salary and Other Compensation:

The starting salary that Lucet reasonably expects to pay for this position ranges from $16.00 - $22.00 per hour, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance. 

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 401(k) with competitive employer match, Remote Work.

This position is a federally contracted position with the United States Postal Service. which has specific requirements for all candidates which include:

• The ability to pass a 10-panel drug screen prior to their date of hire.
• The ability to undergo a Public Trust background investigation and receive a favorable adjudication.
• US Citizenship for at least 5 years.
  
  
  

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.