Manager, Care Navigator

About Us

At Lucet, we’re transforming whole-person care. We deliver integrated behavioral and physical health solutions that connect individuals to the right care at the right time—improving outcomes and overall well-being. Serving over 15 million lives across the U.S. and Puerto Rico, our model combines clinical expertise, compassionate care, and innovative technology to support healthier, more fulfilling lives. As part of the Lucet team, employees join a mission-driven organization committed to making a lasting impact. Whether through behavioral health navigation, in-home medical care, or 24/7 crisis support, our work is rooted in empathy, collaboration, and a shared passion for helping people thrive.

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

• Annual compensation between $63,000 - $71,000, 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

Responsibilities

Operational Excellence

• Lead operational performance through influence by setting and maintaining quality standards, SLAs, benchmarks, 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.

Team Leadership and Development

• 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.

Member-Centric Service Delivery

• 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

Values

• 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

Competencies

• Ability to lead and motivate through the achievement and sustainment of a set of team behaviors
• Excellent communication, writing, and typing skills
• Ability to foster a team environment where others are empowered to achieve success in their individual and team goals
• Strong interpersonal, problem-solving, and conflict resolution skills
• Ability to relate to others and connect quickly
• Strong critical and creative thinker

Working Conditions

• 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
• Quiet workspace with minimal background noise for calls
• 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) required
• Frequent use of computer and phone systems
• Must be able 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