[Hiring] Care Navigator @Lucet

Role Description

Care Navigators are our company’s forefront. They are an empathic, people-focused member of the Lucet team that acts as the first point of contact for all inbound member and provider calls. Creating great member experiences during these critical, initial connections, the CN provides information to the caller from intake to triage. They will also act as a liaison to other departments within Lucet, assisting with the routing of calls, and providing the essential information to our members and their providers, as needed. This position is responsible for providing the initial connection between our callers and our company, one we feel is very important about the services we provide.

Qualifications

• High School Diploma
• Excellent written and verbal communication skills
• Organizational and time management skills
• Problem-solving skills
• Ability to create a sense of warmth, openness, and calmness through phone-based communication
• Ability to establish trust quickly and motivate members through an engaging motivational approach
• Flexibility in managing conversations around a variety of member needs and presenting concerns
• Strong computer skills (MS Office Suite, Adobe Acrobat, and data processing)
• Must be computer proficient to include data entry working within multiple systems and ability to talk and type simultaneously
• Ability to pass background check upon hire and throughout employment

Requirements

• Serve as the primary point of contact for members and providers by handling behavioral health inquiries, verifying eligibility and benefits, providing education on services, assisting with claims/authorizations, and ensuring accurate call routing while maintaining HIPAA compliance
• Support access to behavioral healthcare and member advocacy by conducting behavioral health screenings, scheduling appointments and referrals, connecting members to network services, and escalating crisis situations to clinical staff for appropriate intervention
• Deliver high-quality member and provider support by providing empathetic, detail-oriented customer service, resolving routine claims inquiries, explaining denials and submissions, and escalating complex issues when appropriate
• Partner across teams to improve outcomes and member care by collaborating on process improvements, staying current on operational changes, identifying risk indicators during interactions, and escalating clinical concerns to appropriate resources
• Maintain accurate records and provider support processes by documenting all interactions across multiple systems, managing required paperwork, and facilitating demographic updates and authorization requests
• Drive operational excellence and team success by consistently achieving performance metrics, collaborating across teams, fostering teamwork, and ensuring contractual and service-level requirements are met or exceeded

Benefits

• Hourly compensation between $18.30 - $20, PLUS a quarterly performance-based, discretionary incentive
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Generous paid time off, including volunteer time
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility
• Opportunity for meaningful growth, both personally and professionally