FEDlogic, LLC

Team Lead

• 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.

Triage Team Lead

Administration

• Conduct one-on-one consultations to assist veterans, families, and caregivers with VA benefits, including health, disability, pension, education, and other services
• Analyze individual cases to determine eligibility and advise clients on available benefits and the application process
• Guide clients through complex VA forms and documentation requirements
• Collaborate with other departments to support veterans' access to additional community resources when appropriate
• Stay up-to-date on changes in VA regulations, policies, and eligibility criteria
• Handle sensitive information confidentially, adhering to HIPAA and other data protection regulations
• Prepare reports on program outcomes and maintain accurate records for tracking services provided to clients
• Participate in training and professional development activities to enhance knowledge of VA benefits

Benefits Expert

Security Engineer

• Provide one-on-one consultations to assess SSI eligibility.
• Evaluate household composition, countable income, resource levels, deeming, and state-specific variations.
• Explain SSI application steps, documentation requirements, and pathways, including CAL, TERI, Presumptive Disability, Disabled Adult Child, and 1619(b).
• Manage cases from creation to closure with accurate documentation.
• Maintain expert-level knowledge of SSI regulations, Medicaid eligibility rules, POMS guidance, and SSA processes.
• Meet or exceed FEDlogic QA quality standards and participate in internal improvement initiatives.
• Any other duties as assigned by leadership.

Social Security Disability Benefits Expert

Navigator

• Educate individuals and families on Healthcare.gov coverage options, including the benefits and limitations of various plans.
• Assist clients in navigating the Healthcare.gov platform, explaining the application process and eligibility criteria.
• Help clients apply for subsidies and other financial assistance programs to lower their insurance costs.
• Conduct outreach activities to increase awareness of Healthcare.gov and encourage enrollment, especially among underserved communities.
• Maintain accurate records of all client interactions and ensure compliance with all privacy and data security protocols.
• Stay up-to-date with Healthcare.gov policies, changes to enrollment periods, and program updates.
• Participate in community events and information sessions to educate the public on Healthcare.gov and health insurance options.
• Collaborate with healthcare providers, social services agencies, and other community partners to facilitate enrollment.

Marketplace Navigator, Benefits Expert

General

• Serve as a subject matter expert on Medicaid eligibility rules, including MAGI, ABD, Medically Needy, and waiver programs.
• Analyze complex eligibility cases and provide technical assistance to internal and external stakeholders.
• Interpret and apply state and federal regulations, CMS guidance, and waiver provisions to real-world eligibility scenarios.
• Support system design, testing, and policy implementation related to Medicaid eligibility.
• Develop and deliver training and reference materials for eligibility workers, supervisors, and partners.
• Assist in quality assurance efforts by conducting case reviews and identifying policy gaps or training needs, when needed.
• Liaise with our customers and state and federal agencies on eligibility policy clarifications and updates.
• Any other tasks as assigned by Leadership.

Medicaid Eligibility Specialist

Client Coordinator

• Assist the Client Development and Partnership teams with drafting, reviewing, and tracking proposals and contracts.
• Coordinate and schedule demos, webinars, and on-site client presentations.
• Order and manage swag, marketing materials, and give-aways for client meetings and events.
• Follow up with brokers, prospective clients, and partners regarding proposals and next steps.
• Provide timely updates and reminders to ensure the BD team stays on track with deliverables.
• Liaise with the Client Success team to support smooth client onboarding and implementation after a deal is secured.
• Maintain accurate records in the CRM system, ensuring all proposals, follow-ups, and client interactions are documented.
• Assist with administrative and organizational tasks as needed to support overall Client Development and Partnership operations.
• Assist with any other duties as assigned by Leadership .

Client Development Coordinator

Client Partner

• Build and maintain strong client relationships, offering comprehensive support to the client, with no initially assigned clients, while serving as a key point of contact.
• Understand client needs and offer tailored solutions.
• Collaborate internally to develop strategies for increased engagement.
• Communicate with clients regularly through various channels, including meetings and reports.
• Act as the client’s advocate, ensuring their needs are met and issues are resolved proactively.
• Occasionally, present “pitch” deck presentations to potential clients.
• Assist Client Development with prospective client presentations and communications.
• Forecast intervention needs by utilizing data and reporting.
• Complete administrative work by onboarding clients into customer relationship management system (CRM), building out client profiles and ensuring data in the CRM system is accurate and complete.
• Contribute to a positive, supportive, and collaborative team environment.
• Perform other duties as assigned to support client satisfaction and business growth.

Client Success Manager

Director

• Deliver compelling presentations, demonstrations, and educational sessions to prospective and existing clients and partners.
• Identify and cultivate strategic partnerships and opportunities for organizational growth.
• Provide guidance and leadership for client onboarding, engagement, and retention throughout the client lifecycle.
• Represent FEDlogic at industry conferences, client meetings, networking events, and strategic discussions.
• Build and maintain professional relationships with: Employers and HR professionals, Employee benefit brokers and consultants, Insurance carriers and stop-loss providers, Third-party administrators (TPAs), Healthcare and benefits solution partners.
• Participate in leadership initiatives, including webinars, panel discussions, roundtables, and speaking engagements.
• Collaborate with internal leadership to strengthen messaging, improve client experience, and support market positioning initiatives.
• Maintain a strong understanding of industry trends, healthcare benefits, and self-funded plan strategies.
• Serve as a professional ambassador of FEDlogic’s mission, culture, and values.
• Perform other duties as assigned to support the organization.