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 purpose is to advocate for and improve the overall well-being of those we serve, through balanced treatment of the mind and body.

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.

Why join our team at Lucet?

We are a team of collaborative and hard-working professionals working to improve behavioral health outcomes working in a fast-paced and changing environment. At Lucet, no two days are the same. If you find joy in meaningful work and delivering excellent results, we encourage you to apply!

Benefits

We are looking for top-tier skills and experience in our remote-work environment and that’s because we offer top-tier compensation and benefits, which include:

• Hourly compensation between $16.00 - $22.00, PLUS a quarterly performance-based, discretionary incentive. Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• Full Health Benefits – Medical, Dental, and Vision
• 401(k) with competitive employer match
• Company paid life and disability insurance, wellbeing incentives, and parental leave
• Professional development opportunities and tuition reimbursement
• Paid time off including paid time off for volunteering
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.
  
  

What You Will Do - Essential Functions

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.

• 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.
  
  

Who You Are

Required Qualifications

• 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.
• 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.

Someone who embodies our values by:

• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.

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
  
  

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

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.