Job Description
Title: Triage Specialist
Location: Remote (with a little travel)
Employment Type: Full Time
Reports To: Executive Director, Services Team
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) (Zendesk/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.