Clinical Support Coordinator - Overnights

Please note that schedule is overnights and includes weekends.

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