Complaints Specialist

Lucet

10h•Remote

About The Position

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. 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! At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time.

Requirements

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.
Critical thinking and analytical skills; able to decipher best practice research with statistical discrimination, design audits and surveys.
Strong written communication skills including routine ability to compose correspondence, memos, and reports, with text tables and graphics as required.
Flexibility and ability to multi-task
Highly organized and detail-oriented
Adaptable to various software programs
Actively participate in and positively contribute to team processes and lead team activities
Problem Solving

Responsibilities

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.
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.
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.

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.