Care Navigator

Lucet

39d • $18 - $21 • Remote

About The Position

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. 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.

Requirements

• 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
• You want to be a part of a company and team who are determined to make a difference in access to quality behavioral healthcare anyone deserves.
• 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.
• 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.
• 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
• 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.
• 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.

Responsibilities

• Handle incoming calls from members, providers, and clients; verify demographics; explain benefits, claims, billing, and available services; and route inquiries to the appropriate departments.
• Assess behavioral health needs through risk screenings, schedule appointments via the Lucet platform, provide referrals to network providers, and assist with authorizations and basic appeals status checks.
• Advocate for members by educating them on available resources, assist with accessing additional services, and triage crisis or high‑risk calls to clinical staff for immediate intervention.
• Deliver compassionate, high‑quality customer service by communicating with respect and empathy, actively listening for member needs or risk triggers, and escalating to clinical resources when appropriate.
• Collaborate across partner teams to stay current on process updates, resolve cross‑functional issues quickly, and contribute to ongoing process improvements.
• Handle and resolve routine claims inquiries by providing clear information on submissions and denials while escalating complex or non‑routine cases for further review.
• Maintain accurate documentation of all caller interactions across multiple systems, working efficiently across those multiple systems.
• Provide relevant paperwork for providers to update demographic information and obtain necessary authorizations.
• Consistently meet individual and team performance metrics, inspire teamwork, and collaborate to achieve shared goals and ensure contract requirements are met and/or exceeded.
• Able to work flexible shifts and remain seated and engaged in call queues for extended periods while using company‑issued desktop equipment in a designated home workspace.
• Maintain a compliant, stationary remote workstation that meets standards for internet reliability, noise control, ergonomic safety, and uninterrupted service delivery.
• Consistently use required technology — including a dual‑monitor setup, hardwired internet connection, and other company‑provided tools — to ensure call quality, data security, and performance compliance
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED