EAP Call Center Representative

Who We Are

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. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Why Join our Team

We support our team with a competitive compensation and benefits package, including:

• 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, where your unique background and experience is welcomed and valued.

What You Will Do

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.

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.
• Traits 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:

• Edifies 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.

Pay

Hourly compensation between $18 - $20.40, PLUS an annual performance-based, discretionary incentive.

Schedule

Work Schedule: Tuesday-Saturday 10:30am -7pm CST