EAP Call Center Representative

Company: New Directions Behavioral Health
Location: San Diego
Posted on: March 6, 2026

Job Description:

Who We Are 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! We support our team with a competitive compensation and benefits package, including: Hourly compensation between $18 - $21, PLUS an annual performance-based, discretionary incentive. *Compensation is dependent on non-discriminatory factors including but not limited to an applicants 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. At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time. What You Will Do - Essential Functions The EAP Call Center Representative will be responsible for offering a client centric experience connecting callers to appropriate resources as needed answering inbound calls quickly, efficiently and in a courteous manner. This position will also screen for potential risk concerns and facilitate connections to licensed professionals as necessary. Client outreach and case follow-up will also be completed to ensure a timely service connection has been located. This is a full time opportunity with the following schedule: Saturday, Sunday, Monday and Tuesday from 8:30am - 7pm Central Time. Caller Support & Communication Serves as the initial point of contact for USPS employees, family members, and providers. Demonstrates strong customer service skills, including empathy, reflective listening, and de-escalation. Triages crisis callers to clinical staff following established protocols. Case & File Management Authenticates callers, verifies demographics and eligibility per HIPAA guidelines. Completes documentation in compliance with USPS policy and regulatory standards. Processes authorizations and responds to benefits and claims inquiries. Program Education & Collaboration Educates providers and members on EAP benefits and promotes program utilization. Provides referrals to field staff or network providers to ensure timely access to care. Collaborates with provider relations to maintain accurate network listings. Who You Are Required Qualifications Bachelor’s degree in Social Work, Psychology or related healthcare field and 1-3 years of experience in a health care, managed care and/or customer service setting; OR high school diploma and 3-5 or more years of experience in a health care, managed care and/or customer service setting Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously while taking information over the phone, Excellent written and verbal communication, interpersonal, and organizational skills Ability to talk and type simultaneously. This position is a federally contracted position with the United States Postal Service which has specific requirements for all candidates which include: 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, which includes marijuana regardless of state legalization. The ability to undergo a Public Trust background investigation, which includes fingerprinting, and receive a favorable adjudication. US Citizenship for at least 5 years. 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 Works autonomously on routine tasks and demonstrates the ability to work collaboratively within a multi-disciplinary team. Demonstrates consistency in professional demeanor in all verbal and written communication. Reliability Strong work ethic Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met. Ability to prioritize and manage multiple tasks in a fast-paced, changing environment. Ability to work independently to meet team objectives/goals. Maintains a professional demeanor in response to all situations regardless of the nature or circumstances of the situation. Demonstrates schedule adherence and shift flexibility to support business needs. 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. A 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. Travel between multiple residences or remote work locations is not supported for this position; employees must establish and work consistently from a single designated home office. Sitting for long periods of time attached to a wired headset using desktop equipment is expected. Use of a hardwired internet connection is required to maintain call quality and system performance; mobile or portable setups are not permitted. 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.

Keywords: New Directions Behavioral Health, Yucaipa , EAP Call Center Representative, Healthcare , San Diego, California