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.

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 Provider Engagement Lead has responsibility for developing and growing a positive relationship with our providers by ensuring frictionless provider experience.

The Provider Engagement Lead ensures that issues are dealt with proactively and professionally. They are relationship managers that increase provider retention, solve provider issues and drive provider satisfaction.

They will collaborate with other functional areas to implement innovative ways to accomplish goals and continually enhance the Lucet provider experience, internal capabilities, and thought leadership to become the provider partner of choice.

Essential Functions

Responsible for oversight of a regional provider book of business, outcomes of initiatives, and overall success of their given market.

Collaborate and provide ongoing support between Lucet employees and providers. Works to research, fix and automate healthcare transaction processing issues from payer and provider clients, provides incident management, support and escalation and drives through problem resolution.

• Develops and nurtures positive relationships between providers, Lucet, health plans and internal stakeholders.
• Delivers on vision of being "Provider Partner of Choice" by achieving industry leading metric performance for onboarding and issue resolution while driving booking rates and appointments kept.
• Responsible for delivering provider education programs, addressing escalated high-level complex issues, and communicating resolution in a professional manner.
• Support leadership level expectations by providing internal suggestions to management, based on experience, as to how to potentially enhance the provider experience.
• Responsible for efficient oversight and management of customer issues, requests, initiatives, metrics, and projects, in addition to communicating and understanding providers needs to inform product and service enhancements.
• Assist in the implementation of Lucet communication strategies for new initiatives or key interventions specific to provider engagement, training, and supporting organizational priorities.
• Identify areas of continuous improvement within internal processes and systems impacting providers, recommend mitigation strategies, and support implementation of improvements through providing clarity, building efficiencies, automating processes, etc.
• Ability to travel required. Events that require travel include but are not limited to; provider site visits, conferences, provider town halls / training events.
• Uses internal tools to identify, outreach and track provider needs. Documents all interactions appropriately within our CRM.
• Ability to solve complex claims issues and communicate those learnings back to providers.
• Adheres to Lucet Mission Statement, Core Values, Code of Business Conduct and Compliance Program.
• Complies with all Federal and applicable State laws and Lucet policies regarding privacy, confidentiality and security of health information and other designated information.

Job Qualifications

Required

• Bachelor's degree or equivalent experience with 2 years of account management / client relationship experience
• Strong interpersonal skills, ability to build relationships.
• Intellectual curiosity with a consistent desire to innovate and improve
• Proven track record of innovation; 'build' mindset
• Proficient in computer software such as Outlook, Word, Excel, PowerPoint, and Salesforce.
• Excellent, demonstrated verbal and written communication skills.
• Well organized and demonstrated leadership skills including flexibility and the ability to manage multiple, and sometimes competing priorities while delegating and follow- through where needed
• Must be able to multi-task under pressuring deadlines.
• Must have a strong ability to identify, analyze and solve problems, both independently and as part of a team. Will demonstrate the ability to develop cohesive solutions that benefit the entire organization.
• Must be available to work on Eastern Standard Time (EST) between the hours of 8 am - 5 pm, Monday - Friday.

Preferred

• Experience walking users through technical applications.
• Experience in the use of Salesforce.
• Experience with in-depth data analysis.
• Billing and claims experience.
• Florida state residency a plus.

Key Competencies

• Experience managing a customer focused service organization and ensuring the highest level of service delivery to diverse customers
• A propensity for relationship building.
• Experience with claims and billing within the mental health or medical setting.

Working Conditions

• Work is performed indoors in a remote, home setting or typical office environment- not substantially exposed to adverse environmental conditions.
• Frequent exposure to VDT screen.
• Frequent use of office machines to include telephone, copier, computer, and fax machine.
• Must be able to constantly remain in a stationary 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.

Salary and Other Compensation :

The starting salary that Lucet reasonably expects to pay for this position ranges from $60,000 - $76,000 annually, depending on circumstances including an applicant's skills, education / degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance.

Benefits : The Company offers the following benefits for this position, subject to applicable eligibility requirements : Medical, Dental, Vision, 401(k) with competitive employer match, company paid life and disability insurance, company paid gym access, tuition reimbursement, parental leave, PTO (vacation, sick and volunteering), Remote Work.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.

Job Posted by ApplicantPro

Last updated : 2024-05-03