Triage Team Lead

FEDlogic, LLC

Triage Team Lead overseeing daily intake operations for FEDlogic's Triage function. Responsible for team leadership, coaching, and operational execution with a focus on quality service delivery.

Posted 7/17/2026full-time🇺🇸 United StatesSenior💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing triage operations, including team supervision, workflow optimization, and effective communication. Proficient in utilizing Salesforce and other CRM systems to enhance service delivery and ensure compliance with operational standards.

Highest-signal resume keywords

Team LeadershipSalesforce ProficiencyCustomer Service ManagementWorkflow OptimizationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Case ManagementSchedulingIntake ProcessingDocumentation AccuracyQuality Review

Soft Skills

Communication SkillsCoachingOrganizationPrioritizationFollow-Up

Tools & Technologies

SalesforceZendeskEpicAthena

Industry Keywords

Customer ServiceCall Center OperationsHealthcare NavigationBenefits AdministrationService Operations

About the role

Key responsibilities & impact

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.
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.
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.
Identify Salesforce issues, broken processes, missing fields, failed call flows, manual workarounds, and process bottlenecks, then escalating with clear examples and recommended improvements.
Collaborate with Experts, QA, CWC, Client Success, IT/Technology, and Service Operations leadership to support triage rules, handoff expectations, escalation pathways, and communication protocols.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.