Manager, Care Navigator

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Lucet

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

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 Care Navigator Manager leads a team dedicated to delivering exceptional member and customer experiences. • This role oversees team performance, staffing, scheduling, and operational efficiency to ensure service goals are met. • The Manager partners with workforce management to maintain appropriate coverage and provides coaching, training, and development opportunities to help Care Navigators achieve individual and team performance metrics. • Lead operational performance through influence by setting and maintaining quality standards, SLAs, benchmarks, and 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.

🎯 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.

🏖️ 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 • Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.