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 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!

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 $18- $21 per hour. 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.
• 401(k) with competitive employer match
• 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.

• Caller Support & Communication
  
  • Serves as the initial point of contact for USPS employees, family members, and providers.
  • Demonstrates strong customer service skills, including empathy, reflective listening, and de-escalation.
  • Triages crisis callers to clinical staff following established protocols.
• Case & File Management
  
  • Authenticates callers, verifies demographics and eligibility per HIPAA guidelines.
  • Completes documentation in compliance with USPS policy and regulatory standards.
  • Processes authorizations and responds to benefits and claims inquiries.
• Program Education & Collaboration
  
  • Educates providers and members on EAP benefits and promotes program utilization.
  • Provides referrals to field staff or network providers to ensure timely access to care.
  • Collaborates with provider relations to maintain accurate network listings.

Who You Are

• Required 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.
  • This position is a federally contracted position with the United States Postal Service which has specific requirements for all candidates which include:
  • 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, which includes marijuana regardless of state legalization.
  • The ability to undergo a Public Trust background investigation, which includes fingerprinting, and receive a favorable adjudication.
  • US Citizenship for at least 5 years.
• Preferred Qualifications
  • 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)
• 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 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).
  • Travel between multiple residences or remote work locations is not supported for this position; employees must establish and work consistently from a single designated home office.
  • Sitting for long periods of time attached to a wired headset using desktop equipment is expected.

We encourage applicants with a range of experiences who can demonstrate how their qualifications and skills align with the requirements of this role.

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.