Triage Specialist

About FEDlogic

FEDlogic is a mission-driven benefits navigation organization focused on helping people make sense of federal and state benefit programs. The company provides neutral education and advocacy across public benefits, supporting individuals and families as they work through complex eligibility and access questions.

By partnering with employers, FEDlogic helps employees and their families better understand and use available government programs alongside workplace benefits. Its guidance is designed to reduce healthcare expenses, ease financial pressure, improve overall well-being, and help employers strengthen their benefits strategy while managing cost and risk.

Role Summary

The Triage Specialist is the first point of contact for incoming consultation requests. In this role, you will review intake details, assess urgency, identify customer needs, and direct each case to the most appropriate expert for consultation.

This position is responsible for ensuring every case is categorized correctly, sent forward promptly, and handled in line with company process rules, service models, and quality standards. Accuracy, responsiveness, and a strong customer experience are central to success in this role.

Key Responsibilities

Your work will center on evaluating new cases, assigning them correctly, and keeping documentation complete and compliant.

• Assess incoming cases, questionnaires, supporting documents, and referrals to confirm they are complete and easy to understand.
• Spot urgent deadlines, immediate concerns, or situations that require fast action.
• Identify the most appropriate federal or state benefit path for each case.
• Route cases to the right expert based on program type, complexity, urgency, and current workload.
• Apply the correct case-status codes in CRM platforms such as Zendesk and Salesforce.
• Escalate high-risk or unusually complex matters to leadership or specialized CWC teams.
• Coordinate handoffs and questions between Triage, Experts, QA, and CWC groups.
• Make sure intake records meet documentation and regulatory standards.
• Confirm consent forms and required disclosures are properly reviewed and documented.
• Keep case notes and summaries accurate and up to date.
• Follow confidentiality and data-security requirements at all times.
• Take on additional duties as assigned by leadership.

Required Qualifications

• At least 3 years of experience in customer service, healthcare navigation, benefits administration, or case management.
• Strong analytical ability, thorough documentation habits, and a careful eye for detail.
• Background in a fast-moving, service-focused work environment.
• Comfort using CRM tools and related systems such as Salesforce, Tableau, workforce management platforms, Google Workspace, Slack, and limited Microsoft Office use.
• Ability to manage confidential and sensitive medical information responsibly.
• Willingness to work in a role that involves extended sitting and computer-based tasks.

Preferred Qualifications

• Bachelor’s degree in business, health administration, or a related discipline is preferred, or an equivalent mix of education and experience.
• Spanish bilingual skills are considered an advantage.
• Prior experience in the benefits or insurance industry is preferred.

Work Arrangement and Travel

This is a remote position based in the United States, with a small amount of travel required. Travel may be up to 10% per year for client meetings and company-related events, including local travel and occasional trips outside the area.

Benefits and Perks

• Flexible remote work setup.
• Paid time off plus all federal holidays.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Group term life insurance, short-term disability, long-term disability, and voluntary life options.
• Additional supplemental benefit plans for employees.
• Paid maternity, paternity, and adoption leave.
• Cancer Experts Now supplemental plan.
• 401(k) retirement plan with employer matching.
• Supportive, collaborative team culture.
• Opportunity to contribute to a growing company focused on improving families’ lives.

Equal Opportunity and Screening Notice

The employer is an equal opportunity employer and evaluates all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic information, protected veteran status, or any other characteristic protected by law.

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

Compensation

The pay range for this position is USD 50,000 to USD 60,000 per year.