Manager, Clinical Response

About the role

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.

Responsibilities

• Oversee clinical response operations, providing supervision of a 24/7/365 clinical team to ensure high-quality care, regulatory compliance, service excellence, and an exceptional member experience through effective collaboration with members, providers, clients, and internal stakeholders.
• Lead and develop the Clinical Response team, ensuring strong clinical performance, operational effectiveness, staff development, and 24/7 service coverage.
• Provide clinical oversight and expertise to support member care, resolve complex issues, and foster effective collaboration with providers, clients, and internal stakeholders.
• Ensure quality, regulatory compliance, and continuous improvement through audits, oversight, reporting, and adherence to organizational and contractual standards.
• Build a high-performing, accountable team culture through coaching, training, collaboration, and alignment with organizational values and goals.

Requirements

• Current, active, and unrestricted license issued by a state or territory of the United States to practice independently with a legal scope of practice that permits independent assessments; Clinical Social Worker, Marriage and Family Therapist, Professional Counselor, Clinical Psychologist or Registered Nurse in the state in which the business operation is located and/or other states as required by law, regulation or contract.
• Minimum of five (5) years of post-licensure clinical experience.
• Three (3) years of Direct Clinical Supervisory Experience.
• Strong leadership and team management skills with experience in performance management.
• Clinical supervision and consultation must be available (24 hours a day) and used to ensure adequate knowledge of state laws is appropriately integrated into the delivery of services.
• Demonstrated knowledge of behavioral health coverage of specific insurance products, such as integrated EAP, PPO & MMH, and MC+ products.
• Prior EAP experience.
• Extensive clinical knowledge base including crisis management experience.
• Strong computer skills including an ability to communicate telephonically and type.
• Proven written and oral communication skills, organizational skills, demonstrated willingness to work within a collaborative, team-oriented environment.
• Ability to comprehend medical policy and criteria and clearly articulate health information.
• Self-motivation and the ability to assume a lead role and meet objective.
• 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.

Qualifications

• 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.
• Self-motivated and ability to lead team to achieve Lucet goals.
• Demonstrates consistency in professional demeanor in response to all situations regardless of the nature or circumstances of the situation.
• Detail oriented.
• Excellent organizational skills.
• Demonstrates leadership.
• Able to work within a collaborative, team-oriented environment.

Skills

• Comprehend medical policy and criteria and clearly articulate health information.
• Pass background check upon hire and throughout employment.
• Use of computer and phone systems.
• Ability to sit for extended periods using company-issued wired headsets and desktop equipment.
• Quiet workspace with minimal background noise for calls.
• Hardwired internet connection required.

Benefits

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

• Annual compensation between $85,000-$90,000, PLUS an annual performance-based, discretionary incentive.
• Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• 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.

Pay

Annual compensation between $85,000-$90,000, PLUS an annual performance-based, discretionary incentive.

Schedule

24/7/365 clinical team to ensure high-quality care, regulatory compliance, service excellence, and an exceptional member experience through effective collaboration with members, providers, clients, and internal stakeholders.