EAP Call Center Representative

About Us

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. 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.

Why Join Our Team

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!

Benefits

• Hourly compensation between $18 - $20.40, 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

Schedule

Tuesday–Saturday, 10:30 AM – 7:00 PM CST

Responsibilities

• Caller Support & Communication
  • 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
• Case & File Management
  • 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
• Program Education & Collaboration
  • 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
• Client outreach and case follow-up to ensure timely service connection

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 taking information over the phone
• Excellent written and verbal communication, interpersonal, and organizational skills
• Ability to talk and type simultaneously
• Ability to pass a federally mandated background check upon hire and throughout employment, including:
  • 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)
  • 10-Panel Drug Screen (includes marijuana regardless of state legalization)
• Ability to undergo a Public Trust background investigation, which includes fingerprinting, and receive a favorable adjudication
• US Citizenship for at least 5 years
• High-speed internet service (cable or fiber optic) with minimum download speed of 20 Mbps, upload speed of 5 Mbps, and maximum latency of 100 milliseconds (must be installed before starting)
• Frequent use of computer and phone systems
• Ability to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations
• Work is performed from home with company-provided equipment; sitting for long periods of time is expected and use of fingers and hands for typing is necessary
• A quiet workspace with minimal background noise for calls

Qualifications

• Works autonomously on routine tasks and demonstrates the ability to work collaboratively within a multi-disciplinary team
• Demonstrates consistency in professional demeanor in all verbal and written communication
• Reliability, strong work ethic, and self-motivation
• Ability to assume a collaborative role in ensuring that all objectives are met
• Ability to prioritize and manage multiple tasks in a fast-paced, changing environment
• Ability to work independently to meet team objectives/goals
• Maintains a professional demeanor in response to all situations regardless of the nature or circumstances
• Demonstrates schedule adherence and shift flexibility to support business needs
• Embodies Lucet’s values by:
  • Serving everyone with compassion and leading with empathy
  • Stepping up and creating value by taking charge and acting when there is an opportunity
  • Adapting in a changing world by recognizing our responsibility to be agile and respond quickly
  • Nurturing growth and belonging by respecting and celebrating everyone for who they are