Triage Specialist

FEDlogic Group; United States; Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Flexible remote work

PTO + federal holidays off

Comprehensive benefits package

401(k) retirement with matching

Job summary

FEDlogic is seeking a Triage Specialist to serve as the first point of contact for intake consultations. You will analyze submissions, determine urgency, document needs, and route cases to the appropriate Expert team members for timely consultation.

The role emphasizes accurate routing, regulatory compliance, and high-quality customer experience while supporting FEDlogic’s mission to connect clients with federal and state benefits.

Qualifications

• 3+ years in customer service, healthcare navigation, benefits administration, or case management.
• Experience with fast-paced, service-oriented environments.
• Proficiency with CRM systems (Salesforce) and data tools.
• Ability to handle confidential medical information.

Responsibilities

• Case Intake & Evaluation
• Review incoming cases, questionnaires, documents, and referrals for completeness and clarity
• Identify immediate risks, urgent deadlines, or time-sensitive situations
• Determine appropriate benefit pathways across federal and state programs
• Routing & Assignment: assign cases to the correct Expert team member
• Apply proper case status codes in CRM (Salesforce)
• Escalate high-risk or complex cases to leadership or specialized units
• Coordinate questions and handoffs between Triage, Experts, QA, and CWC teams
• Compliance & Documentation: ensure intake information meets standards
• Verify consent forms and required disclosures
• Maintain accurate notes and summaries
• Adhere to data security and confidentiality protocols
• Other responsibilities as assigned by leadership

Skills

Analytical thinking

Attention to detail

Customer service

Healthcare navigation

Documentation

Education

Bachelor's degree in business/health administration or related field

Tools

Salesforce

Tableau

Google Workspace

Slack

Microsoft Office

Job description

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.

Job Description

Title: Triage Specialist

Location: Remote (with a little travel)

Employment Type: Full Time

Reports To: Triage Team Lead

Position Overview:

The Triage Specialist serves as a critical first-line representative for incoming consultation request cases. This role is responsible for analyzing intake information, determining urgency, identifying and documenting customer needs, and routing cases to the appropriate Expert team member for consultation.

The Triage Specialist ensures cases are routed to Experts timely, properly categorized, compliant with process rules, and aligned with FEDlogic service models while maintaining high standards for accuracy, timeliness, and customer experience.

Key Responsibilities:

• Case Intake & Evaluation
• Review incoming cases, questionnaires, documents, and referrals for completeness and clarity.
• Identify immediate risks, urgent deadlines, or time-sensitive situations.
• Determine appropriate benefit pathways across federal and state programs.
• Routing & Assignment
• Assign cases to the correct Expert team member based on program type, complexity, urgency, and workload.
• Apply proper case status codes in the CRM system(s) (Salesforce).
• Escalate high-risk or complex cases to leadership or specialized CWC units.
• Coordinate questions and case level handoffs between Triage, Experts, QA, and CWC teams.
• Compliance & Documentation
• Ensure intake information meets documentation standards and regulatory requirements.
• Verify consent forms and required disclosures are read and documented.
• Maintain accurate notes and summaries.
• Adhere to data security and confidentiality protocols.
• Any additional responsibilities as assigned by leadership.

Required Qualifications:

• Minimum 3 years of customer service, healthcare navigation, benefits administration, or case management experience.
• Strong analytical and documentation skills and be detail oriented.
• Experience working in a fast-paced, service-oriented environment.
• Proficiency with Customer Relationship Management systems (i.e. Salesforce and Tableau), workforce management tools, Google Workplace, Slack and minimal usage of Microsoft Office Suite.
• Must be able to handle confidential sensitive medical information.
• Prolonged sitting and computer work.

Preferred Qualifications:

• Bachelor's degree in business, health administration or related field is preferred or equivalent combination of education and experience.
• Bilingual (Spanish) skills are helpful.
• Would prefer candidates to have previous experience in the benefits and insurance industries.

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.

The pay range for this role is:

50,000 - 60,000 USD per year (Remote (United States))