[Hiring] Complaints Specialist @Lucet

Role Description

The Spec, Complaints is processes quality-of-care complaints, grievances, and incidents. Duties include all aspects of clinical quality of care complaint and incident investigations including:

• Documentation
• Interviews
• Obtaining responses from providers or facilities
• Reviewing medical records
• Staffing findings with the medical director
• Resolution processes

This position requires knowledge of standards of care, identification of trends, and includes audit activity of medical records. The CQS is responsible for clearly written reports and monitoring compliance.

Complaint & Incident Management

• Process, investigate, and resolve complaints, grievances, and incidents professionally, confidentially, collaboratively, and in a timely manner using clinical and regulatory expertise.
• Review medical records, perform data analysis, and communicate detailed quality-of-care findings to management and stakeholders as appropriate.

Reporting, Analysis & Accreditation

• Collect, analyze, and report data for complaints, incidents, audits, performance improvement teams, and accreditation efforts, including statistical analyses when appropriate.
• Prepare and present reports for internal leadership, external auditors, executives, Boards, providers, and customers; support accreditation readiness and compliance across departments.

Quality Improvement & Project Leadership

• Lead and manage assigned projects by designing, analyzing, presenting outcomes, and identifying improvement opportunities to address performance gaps.
• Collaborate with multidisciplinary teams, guide staff across departments, and support regional performance improvement initiatives using established methodologies and tools.
• Adhere to Lucet’s Mission Statement, Core Values, Behaviors, Code of Ethical Business Conduct, and Compliance Program.
• Comply with all Federal and applicable State and local laws and Lucet Policies and Procedures regarding privacy, confidentiality, and security of health information, and other designated information.

Qualifications

• Unencumbered license to practice independently in a behavioral health related field or a BSN/RN
• 3+ years post licensure behavioral health with facility-based and/or outpatient behavioral health or chemical dependency treatment OR healthcare experience with in-home primary or longitudinal care.
• 1+ year of experience working with quality management principles, study design, data analysis, and report preparation
• 1+ years of experience in medical record review, interpreting medical or behavioral cases with a cognitive understanding of evidence-based standards and medical practice.
• Intermediate skills with Microsoft Office (Word, Excel, Power Point and Outlook) and Visio
• Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.

Benefits

• Annual compensation between $65,000 - $85,000, PLUS an annual 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 (role-dependent)
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.

Company Description

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.

As part of the Lucet team, employees join a mission-driven organization committed to making a lasting impact. Whether through behavioral health navigation, in-home medical care, or 24/7 crisis support, our work is rooted in empathy, collaboration, and a shared passion for helping people thrive.