Triage Team Lead

Position Overview

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.

Key Responsibilities

• 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.

Qualifications

• 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.