Triage Team Lead

Job Description 

Title: Triage Team Lead  

Location: Remote (with a little travel)

Employment Type: Full Time 

Reports To: Executive Director, Services Team 

Position Overview:
The Triage Team Lead is responsible for leading the daily execution of FEDlogic's employee-facing Triage function. This role oversees real-time intake operations, queue management, callback follow-up, case documentation, routing accuracy, schedule coordination, and frontline coaching for Triage Specialists. The Team Lead ensures incoming consultation requests are reviewed timely, prioritized appropriately, documented accurately, and routed or scheduled with the correct Expert in alignment with FEDlogic's service standards.

This is a working-leader role that may provide direct triage support during peak volume, coverage gaps, urgent situations, or training periods, while primarily owning daily team execution, coaching, quality reinforcement, and operational follow-through. The Triage Team Lead serves as the frontline bridge between Triage Specialists and Service Operations leadership by identifying workflow issues, documentation trends, staffing concerns, system barriers, and process improvement opportunities.

The role is critical to protecting the FEDlogic Way by ensuring every employee receives a warm, professional, accurate, confidential, and timely first-contact experience.

Key Responsibilities: 

Operational Leadership

• Supervise and support a team of Triage Specialists handling intake requests via phone, email, questionnaire, referral, callback, voicemail, and case/ticket-based workflows.
• Lead daily opening, queue monitoring, callback review, scheduling inbox oversight, and end-of-day closeout for the Triage function.
• Monitor real-time queues, service levels, callback timeliness, turnaround times, backlog, case aging, and workload distribution.
• Manage daily coverage, lunches, breaks, PTO gaps, schedule adherence, and backup resource coordination to protect service access.
• Ensure timely routing or scheduling of cases to the appropriate Expert group based on program type, complexity, urgency, workload, and approved workflow rules.
• Serve as first-line escalation point for complex triage matters, urgent scheduling concerns, employee experience issues, and workflow questions.
• Provide daily and weekly updates to the Executive Director of Service Operations regarding staffing, queue health, quality trends, system issues, and operational risks.
• Any other tasks as assigned by leadership. 

Quality, Documentation & Compliance

• Reinforce documentation accuracy, intake completeness, required disclosures, confidentiality, and proper use of Salesforce case fields, statuses, Case Comments, call records, routing fields, and scheduling workflows. 
• Partner with QA and leadership to identify documentation errors, rework patterns, compliance concerns, and recurring quality issues that require coaching, corrective action, or escalation.

Coaching & Development

• Provide ongoing coaching through side-by-sides, call monitoring, case reviews, documentation reviews, one-on-ones, and real-time feedback focused on quality, productivity, service behaviors, and Salesforce workflow adherence. 
• Support hiring, onboarding, readiness checks, training reinforcement, team huddles, and development opportunities for Triage Specialists. 

Systems & Process Ownership

• Serve as the Triage workflow resource by identifying Salesforce issues, broken processes, missing fields, failed call flows, manual workarounds, and process bottlenecks, then escalating with clear examples and recommended improvements. 
• Maintain and reinforce SOPs, desk guides, decision trees, escalation pathways, and approved process documentation for consistent team execution. 

Metrics, Reporting & Continuous Improvement

• Use Triage dashboards and scorecards to monitor answer rate, callback timeliness, backlog, case aging, routing accuracy, documentation quality, workload distribution, and service performance trends. 
• Provide root-cause observations and data-driven recommendations for coaching, staffing, training, workflow improvements, system enhancements, and process changes. 

Cross-Functional Partnership

• Collaborate with Experts, QA, CWC, Client Success, IT/Technology, and Service Operations leadership to support triage rules, handoff expectations, escalation pathways, and communication protocols. 
• Escalate client-impacting or systemic service issues with accurate operational facts, clear examples, root-cause analysis, business impact, and proposed solutions.

Required Qualifications:

• 3+ years of experience in customer service, call center operations, healthcare navigation, benefits administration, case management, scheduling, intake, or related service operations.
• 1+ year of team lead, supervisor, coaching, training, quality review, or informal leadership experience preferred; demonstrated readiness to lead may be considered.
• Experience managing high-volume phone, email, case, ticket, or CRM-based workflows in a fast-paced service environment.
• Strong documentation, organization, follow-up, prioritization, and analytical skills.
• Experience using CRM, ticketing, healthcare, or case management systems such as Salesforce, Zendesk, Epic, Athena, or similar tools.
• Ability to manage competing priorities, queue demands, and time-sensitive issues in a remote environment.
• Ability to handle confidential and sensitive employee, medical, benefits-related, and personally identifiable information.
• Strong written and verbal communication skills, including ability to coach, clarify expectations, and escalate issues professionally.

Preferred Qualifications:

• Prior experience in healthcare, insurance, benefits navigation, Medicare/Medicaid, Social Security, disability, leave, government benefits, or employer-sponsored benefits support.
• Experience with Salesforce, Zendesk, Tableau, Google Workspace, Slack, workforce management tools, or related reporting systems.
• Experience creating or reinforcing SOPs, scripts, desk guides, training materials, quality standards, or process documentation.
• Prior remote leadership experience or experience supervising distributed teams.
• Bilingual skills (English/Spanish) helpful but not required.
• Preferred candidates will have great customer service skills and the ability to provide 5 star service.

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 and voluntary life plans. Numerous supplemental plans to assist employees. 
• Paid maternity, paternity and adoption leave benefits. 
• Cancer Experts Now - supplemental plan 
• 401(k) retirement plan with matching contributions.
• Supportive and collaborative work environment.
• Opportunity to be part of a rapidly growing company dedicated to making a difference in the lives of families.

Travel:

• Up to 10% travel per year for client meetings and company engagements, both local and occasional out-of-town. 

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 veterans status, or any other characteristic protected by law.

A consumer report and/or investigative consumer report may be obtained for employment purposes in connection with your application for employment.