Engagement Coordinator

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.

The Engagement Coordinator plays an important role in reaching out to our active insured members to schedule their annual wellness/benefit exam. This role involves making outbound calls using a Progressive dialer, while being held accountable to minimum required that are in line with industry standards.

• →Member Relationship Building & Communication
  
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    Build strong, sustainable relationships with members through effective customer service techniques across all communication platforms.
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    Identify member needs, clarify information, and provide timely, accurate guidance and solutions.
• →Appointment Coordination & Support
  
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    Assist members with scheduling, rescheduling, and canceling appointments while coordinating with family members, caregivers, or healthcare proxies.
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    Provide clear instructions and education to prepare patients for in‑home exams and scheduled services.
• → Operational Efficiency & Documentation
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    Manage high volumes of inbound/outbound calls, emails, chats, and texts while maintaining service quality.
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    Accurately document member interactions, appointment outcomes, data entry tasks, and other details that support the primary care team. 

• Required Qualifications
  • Minimum of a High School diploma
  • Recent experience in a healthcare setting and/or 2-3 years of experience working in an outbound, sales focused, customer centered, production driven environment
  • Understanding of medical terminology
  • Proficient with Microsoft Office Suite and Dialer experience.

  • Flexibility and ability to adapt to changing work aspects that may include different campaigns, lists, leads, making manual calls, reminder calls, and follow up text messages as needed.

  • Ability to work schedule of Monday through Friday between 9am-6pm EST
  • 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.

Living our 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

• • Strong interpersonal and communication skills, with the ability to work effectively with diverse populations and flexibility in managing conversations around a variety of member needs and presenting concerns.
  • Effective critical thinking and problem-solving skills.
  • Demonstrated ability to establish trust quickly and motivate members through an engaging motivational approach.
  • Convey confidence and understanding of member needs and care resources.
  • Ability to problem solve and arrive at solutions timely and with consideration of the end user in mind.
  • Remains positive and keeps forward momentum when faced with challenges.
  • Have the ability to relate to others and connect quickly.
  • Demonstrate persistence in meeting objectives and personal development goals.

Working Conditions:

• • 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.
  • 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.
  • A quiet workspace with minimal background noise for calls.
  • This role requires working from a fixed, designated workspace in your home and does not allow flexibility in work locations even within the home.
  • A hardwired internet connection is required along with ability to sit for extended periods using company-issued wired headsets and desktop equipment

We encourage applicants from a variety of backgrounds and experiences to apply, especially those who can demonstrate how their unique qualifications and skills align with the requirements of this role and support our mission to improve whole-person health.

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.