Clinical Support Coordinator

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.

Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.

Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Job Summary

The Clinical Support Coordinator (CSC) provides administrative support for the Clinical Operations Organization and a critical part of the team supporting our members by improving access and connecting them to care. This position supports Utilization Management, Care Management, EAP and USPS EAP teams. The CSC is responsible for providing optimal member care and/or provider assistance via telephonic contact, processes non-clinical administrative work, facilitates connections to clinical team members, and direct member outreach to include locating counseling appointments and researching community resources to ensure continuity of care.

Essential Functions

• Promote quality service delivery and effective care transitions planning for optimal member health outcomes supporting multiple lines of business and health plans and meeting all contractual requirements.
• Inform members and/or providers of mental health and substance abuse benefits, authorization process community resources, and mental health managed care programs.
• Create and mail manual letters and faxes to members and providers to support clinical department needs
• Work simultaneously between multiple systems to provide the member/provider the information they are requesting.
• Participate in training new team members, staff meetings and other trainings as needed,
• Responsible for providing day to day administrative support pertaining to discharge, processing automated authorization needs and Webpass inquiries.
• Direct provider support via phone to include authorization details, entering clinical data and other basic inquiries.
• Resolve benefit needs via calls from providers, clients, and members to verify demographic information and provide basic benefit information, authorizations, and claims information routing claims as needed.
• Assess levels of risk of member and triage crisis calls as necessary.
• Notify Provider Success team of demographic updates and status changes for network providers
• Locate appointments for clients who need additional support connecting with a provider.
• Audit the EAP case tracking system as needed.
• Conduct post-hospitalization follow-up calls or other follow-up calls as needed to assist with care coordination and access to community resources including scheduling 7-day aftercare appointments and assisting with addressing barriers to adhering to aftercare plans, such as transportation, prescriptions and additional social determinants of health and, coordinate with Provider Success team to facilitate access to providers in the member's area.
• Provide education to facilities, providers and members about the case management processes.
• Collaborate with appropriate program staff and conduct outreach calls for enrollment in programs or gap closure activities.
• Facilitate Case Managers involvement as needed for high-risk follow-up or if member is unable to keep an appointment within 30 days of discharge,
• Provide care to members in transition from higher levels of care to community services by providing discharge planning support through referrals or scheduling appointments through Navigate and Connect.
• Adhere to Lucet's Mission Statement, Core Values, Behaviors, Code of Business Conduct, and Compliance Program.
• Comply with all Federal and applicable State laws and Lucet Policies regarding privacy, confidentiality, and security of health information, and other designated information.
  
  
  

Required

Job Qualifications

• Bachelor's degree in Social Work, Psychology or related healthcare field PLUS at least 1 year experience in a health care, managed care and/or customer service setting
• OR high school diploma PLUS 3+ years' 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 provide excellent, empathetic customer service including reflective listening de-escalation.
• Employees are required to abide by the Remote Work policy to include internet requirements.
• Given cross-functional work with a federal contract, individuals in this position may be required to have US Citizenship and may be required to pass background checks to include a 10-panel drug screen and Public Trust.
  
  
  

Preferred

• Bachelor's degree in Social Work, Psychology or related healthcare field
• 5+ years of experience in a health care, managed care and/or customer service setting
• Familiar with behavioral health/medical terminology
  
  
  

Key Competencies

• Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met
• Ability to work independently to meet team objectives/goals
• Professional demeanor in response to all situations regardless of the nature or circumstances of the situation
• Able to manage multiple tasks in a fast-paced, changing environment
• Ability to work within a collaborative, team-oriented environment
  
  
  

Working Conditions

• Work is performed indoors in a remote, home setting or typical office environment - not substantially exposed to adverse environmental conditions.
• Since this is a remote position, employees must have a dedicated private workspace in their home to ensure productivity, confidentiality, and professionalism.
• Continuous exposure to VDT screens, video calling, headphones, and computers.
• Physical demands include constant ability to remain in a stationary position, move about inside an office or remote setting, able to communicate and exchange information with others, able to inspect information, and able to perform repetitive motion with arms and fingers.
• Mental demands include constant ability to interpret data, problem solve, make decisions, and organize and plan.
  
  
  

Salary and Other Compensation:

The starting salary that Lucet reasonably expects to pay for this position ranges from $19.00 - $21.00 per hour, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance. 

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical, Dental, Vision, 401(k) with competitive employer match, company paid life and disability insurance, company paid gym access, tuition reimbursement, parental leave, PTO (vacation, sick and volunteering), Remote Work.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.