Documents Voice and Chat Specialist

Clipboard Health LLC; United States; Remoto; USD 42.000 - 70.000; Tempo pieno

Descrizione del lavoro

Clipboard Health LLC is seeking a Documents Voice and Chat Specialist to deliver frontline support across phone, chat, and email, reviewing, validating, and processing sensitive documents submitted by workers. You will ensure compliance, safety, and quality of our marketplace while navigating complex workflows.

You will collaborate with Training, Quality Assurance, and SMEs to refine workflows, resolve discrepancies, and log outcomes.

Competenze

• Experience in trust & safety or document verification.
• Strong attention to detail and analytical skills.
• Ability to make fast, sound decisions with incomplete information.
• Excellent written and verbal communication skills.
• Experience working independently in remote setups.
• Familiarity with Slack, Google Sheets, and ticketing tools.

Mansioni

• Communicate with workers via email, chat, and phone to resolve discrepancies and guide document submission.
• Review documents for completeness, accuracy, and regulatory compliance.
• Flag unclear or inauthentic documents and escalate per procedures.
• Follow validation checklists and log outcomes in internal systems.
• Maintain accurate notes, update tickets, and report trends to management.
• Collaborate with Training, QA, and SMEs to improve workflows.

Conoscenze

Trust & safety

Document verification

Compliance operations

Customer support

Attention to detail

Strumenti

Slack

Google Sheets

Ticketing systems

Descrizione del lavoro

About Clipboard

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S. Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

About the role

As a Documents Voice and Chat Specialist, you will deliver frontline support across phone, chat, and email, reviewing, validating, and processing sensitive documents submitted by workers.

Your responsibilities will be critical to ensuring compliance, safety, and the overall quality of our marketplace. If you excel at navigating complex workflows and take pride in upholding quality and compliance standards at scale while driving customer experience, this role is for you!

What You'll Do

• Customer Communication: Engage with customers/workers via email/chat/phone to resolve discrepancies, verify missing information, and guide them through the document submission process, maintaining professional and empathetic interactions.
• Document Validation & Compliance: Review documents for completeness, accuracy, integrity, expiration, and compliance with internal SOPs and regulatory standards.
• Issue Resolution & Escalation: Flag unclear or inauthentic documents, escalates per defined procedures, and document resolution steps with clarity.
• SOP & Process Adherence: Follow step-by-step validation checklists, tag documents correctly, and log outcomes in internal systems.
• Data Integrity & Reporting: Maintain accurate internal notes, update tickets, and highlight trends or recurring issues to management.
• Cross-Functional Collaboration: Work with Training, Quality Assurance, and SMEs to refine workflows and help address systemic issues.

What We're Looking For

• Experience in trust & safety, document verification, compliance operations, credentialing, or customer support—particularly in a fast-paced or highly regulated environment.
• Sharp attention to detail and strong analytical skills—you catch what others overlook and think critically in real time.
• Confidence in making fast, sound decisions, even when information is incomplete or ambiguous.
• Excellent written and verbal communication skills with the ability to simplify complex or sensitive topics for customers.
• Highly organized, dependable, and action-oriented—you follow through and take ownership of outcomes.
• Demonstrated success working independently in remote setups while staying closely aligned with team goals and priorities.
• Comfortable navigating tools like Slack, Google Sheets, and ticketing/task management systems.
• Collaborative mindset with a willingness to give and receive feedback to continuously improve processes and outcomes.

Technical & Workspace Requirements

• Wired internet connection with minimum 15Mbps download speed.
• Minimum system requirements: Intel Core i5 (8th Generation or newer), AMD Ryzen 5 (2000 Series or newer), Apple M1 or newer.
• Minimum 12 GB RAM (16 GB recommended).
• Quiet and professional working environment.
• A noise-canceling headset.
• Reliable internet connectivity and backup power or internet whenever possible.
• Team members work 5 days within a 7-day schedule, including both Saturday and Sunday availability.
• We're currently looking to fill our Mon-Fri 6am-3pm PT shifts but that schedule could change in the future.
• Each candidate's compensation offer will be based on multiple factors including, but not limited to, relevant education, qualifications, certifications, experience, and geographic location.