EAP Call Center Representative

🔥 13 minutes ago

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Lucet

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

Healthcare Insurance • SaaS • B2B

Lucet is a tech-enabled behavioral health company that combines human care teams and digital tools to connect individuals to timely, in-network mental health and substance-use care. It partners with health plans, employers, providers, and members through portals (employer/HR, member, provider, partner) and services such as EAP, care navigation, and provider resources to optimize access, quality, and value-driven behavioral healthcare.

📋 Description

• 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. • 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. • 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. • 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.

🎯 Requirements

• 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. • 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.

🏖️ 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.