Care Navigator

Lucet Care Navigator

At Lucet, we're transforming whole-person care. We deliver integrated behavioral and physical health solutions that connect individuals to the right care at the right time—improving outcomes and overall well-being. Serving over 15 million lives across the U.S. and Puerto Rico, our model combines clinical expertise, compassionate care, and innovative technology to support healthier, more fulfilling lives. 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.

Why Join Our Team: At Lucet, we're committed to creating a workplace where top talent thrives both personally and professionally. We offer a dynamic, mission-driven environment where your work has real impact, your unique background and experience are valued, and no two days are alike. If you're passionate about meaningful work and delivering impactful results, we encourage you to apply! We support our team with a competitive compensation and benefits package, including:

• Hourly compensation between $18.40 - $22, 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, where your unique background and experience is welcomed and valued.

What You Will Do - Essential Functions: 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 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.

Member-focused Interactions: 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.

Customer Service and Compassionate Care: 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.

Accurate Documentation and Compliance: 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.

Who You Are Required Qualifications: High School Diploma. Have excellent written and verbal communication skills, organizational and time management skills, and 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.

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: Strong interpersonal and communication skills, with the ability to work effectively with diverse populations and flexibility in managing conversations around a variety of member needs and presenting concerns. Effective critical thinking and problem-solving skills. Demonstrated ability to establish trust quickly and motivate members through an engaging motivational approach. Convey confidence and understanding of member needs and care resources. Ability to problem solve and arrive at solutions timely and with consideration of the end user in mind. Remains positive and keeps forward momentum when faced with challenges. Have the ability to relate to others and connect quickly. Have the ability to navigate and multitask in several computer applications while holding a conversation. Demonstrate persistence in meeting objectives and personal development goals.

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. Ability to work from a fixed, designated home workspace that meets company requirements for internet connectivity, noise reduction and control, and ergonomic setup. Ability to remain seated and engaged in call queues for extended periods of time, utilizing company-issued desktop equipment and accessories. Ability to consistently use a dual-monitor desktop setup, hardwired internet connection, and other standard company-provided equipment necessary to ensure call quality and data security. Ability to adhere to a stationary workstation requirement, as successful role performance depends on maintaining a stable, uninterrupted work environment.