Job Description

Title: Triage Team Lead

Location:  Remote

Employment Type:  Full-time Exempt

Position Overview:

The Triage Team Lead is responsible for overseeing daily intake operations for FEDlogic’s employee-facing Triage Team. This role ensures that incoming consultation requests are reviewed timely, prioritized, documented, and routed to the appropriate Experts in compliance with FEDlogic standard processes.

The Team Lead serves as the operational bridge between Services and Quality & Care Leadership; driving workflow efficiency, quality assurance, regulatory compliance, and continuous process improvement.

This is a working-leader role: the Team Lead carries a case load while coaching staff, managing queues, escalating complex cases, and supporting system enhancements during FEDlogic’s CRM transformation (from Zendesk to Salesforce).

Key Responsibilities:

Operational Leadership

• Supervise and support a team of Triage Specialists handling intake requests via phone, email, and ticket requests.
• Monitor real-time queues, SLAs, turnaround times, and workload distribution.
• Ensure timely assignment of cases to the correct Expert group (Medicaid, Medicare, SSI/SSDI, VA, RIB, CWC, etc.).
• Serve as escalation point for complex triage matters, coordination of triage priorities, or urgent triage matters.
• Partner with Workforce Management leadership on triage staff oversight and coverage schedules.

Quality & Compliance

• Enforce documentation standards, intake completeness, and HIPAA compliance.
• Collaborate with Quality & Care to review trends, error rates, and coaching needs for triage staff.
• Work with Leadership to implement corrective action plans for recurring intake issues.
• Maintain policy adherence across all workstreams.
• Support leadership on all ad hoc triage needs.

Coaching & Development

• Conduct side-by-sides, call monitoring, and ticket reviews.
• Deliver real-time coaching and formal performance feedback to triage staff.
• Participate in hiring, onboarding, and readiness certification for new Triage staff.
• Identify high-potential staff for advancement into Expert roles.
• Lead team huddles and knowledge refreshers.

Systems & Process Ownership

• Serve as Triage SME for Zendesk/Salesforce workflows, intake forms, routing logic, macros, and automation.
• Partner with leadership and IT during testing, UAT, and rollout of new workflows.
• Document SOPs, decision trees, and escalation pathways for leadership.
• Identify bottlenecks and recommend efficiency improvements.

Cross-Functional Partnership

• Collaborate with Client Success on internal triage rules and communication protocols when needed.
• Coordinate with Connecting with Care (CWC) on outreach workflows.
• Escalate systemic issues to leadership with root-cause analysis and proposed solutions.

Required Qualifications:

• (For Internal Candidates only) 1 + year(s) experience in the Services Department performing triage ticket intake or consultations.
• Strong knowledge of Medicare, Medicaid, SSI/SSDI, VA and employer-sponsored plans.
• Experience managing queues and service level agreements (SLA) in Salesforce.
• Experience writing standard operating procedures (SOP's) and desk guides
• Strong documentation and analytical skills.
• Ability to manage competing priorities in a high-volume environment.

Preferred Qualifications:

• Experience in benefits consulting, case management, healthcare or advocacy
• Familiarity with employer group health plans. 
• Experience in HubSpot, Salesforce and Tableau.
• Bilingual (Spanish/English) a plus.

What we Offer:

• Flexible remote work environment
• Paid Time Off (PTO) plus all federal holidays off
• Comprehensive benefits package with health, dental, vision insurance, group term life, short term disability, long term disability, voluntary life plans, paid maternity and paternity leave. Numerous supplemental plans to assist employees.
• 401(k) with matching contributions.
• Professional development opportunities.
• Supportive and collaborative work environment.
• Opportunity to be part of a rapidly growing company dedicated to making a difference in the lives of families.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.