Triage Team Lead

Overview

FEDlogic is a people-first benefits navigation company dedicated to helping individuals and families navigate the complex landscape of federal and state benefits. As the only vendor in the country providing unbiased education and advocacy on all federal and state benefits, FEDlogic stands out in its mission to ensure no one misses out on the benefits they are entitled to.

We partner with employers to help their employees and families understand and access federal and state programs. Our experts provide confidential, unbiased guidance that lowers healthcare costs, reduces financial stress, and improves well-being. By bridging the gap between government programs and workplace benefits, FEDlogic delivers meaningful impact for employees while helping employers manage risk, reduce costs, and strengthen their benefits offering.

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.

• 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.

• 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.

• 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.

• 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.
• 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.

• 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…