Triage Specialist

Specialist

Remote

June 29, 2026

Application ends: September 27, 2026

REQUIREMENTS

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 :

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.

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.