[Hiring] Manager, Care Navigator @Lucet

Role Description

The Care Navigator Manager puts our members first in everything they do by leading a team of care navigator staff to create great experiences for all internal and external customers. The Manager, Care Navigator will work with agility to monitor performance metrics and adjust skill set staffing, staffing schedules and systems as needed and partner closely with workforce management to ensure adequate coverage is provided. The Manager will also work to ensure each Care Navigator, Team Lead, and Sr Care Navigator has the opportunity to achieve individual and team metrics through dedication coaching and training opportunities for on-the-job success.

Essential Functions

• Lead operational performance through influence by setting and maintaining quality standards, SLAs, benchmarks, satisfaction metrics, and by identifying and resolving issues that impact call center and customer service outcomes.
• Manage resources with agility by forecasting call volume and staffing needs, optimizing workforce allocation, partnering on training and development, and collaborating cross‑functionally to implement processes, projects, and initiatives that improve member engagement and care outcomes.
• Oversee hiring, onboarding, development, and performance management to support employee growth and ensure alignment with organizational goals.
• Conduct regular individual and group meetings to share company updates, review performance metrics, and address attendance and engagement.
• Lead and motivate call center teams with a member‑first focus to meet or exceed service level agreements, operational KPIs, and call quality standards while maintaining high member, provider, and health plan satisfaction.
• Partner closely with health plan liaisons to implement procedures, training, and projects; audit calls and documentation for quality and accuracy; and coach staff with transparency and respect to promote consistent, member‑centric service delivery.
• 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

• High School Diploma
• 3+ years of experience in a customer service, call center environment
• 1+ years of experience in a managerial or leadership role.
• Strong understanding of call center operations, workforce management, and quality assurance principles.
• Demonstrated ability to lead and develop high-performing teams in a remote environment.
• Strong communication, leadership, and interpersonal skills.
• Experience with call center technologies, including telephony systems, CRM platforms, and reporting tools.
• Strong problem-solving skills with the ability to navigate complex situations and drive solutions.
• Ability to work a flexible schedule to be available to answer escalated calls and resolve team members concerns and questions as required by business need.
• 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.

Living our Values

• 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

• Ability to lead and motivate through the achievement and sustainment of a set of team behaviors.
• Have excellent communication, writing and typing skills.
• Have the ability to foster a team environment where others are empowered to achieve success in their individual and team goals.
• Demonstrate strong interpersonal, problem solving and conflict resolution skills.
• Have the ability to relate to others and connect quickly.
• Strong critical and creative thinker.

Working Conditions

• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required.
• Frequent use of computer and phone systems.
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.

Benefits

• Annual compensation between $65,000 - $75,000, 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.