Manager, Care Navigator

Lucet

1d•Remote

About The Position

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. 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: Annual compensation between $65,000 -75,000 , PLUS an annual performance-based, discretionary incentive. 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. At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time.

Requirements

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.

Nice To Haves

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

Responsibilities

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.

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.