Trust & Integrity Specialist

Jobicy; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Solace is seeking a Trust & Integrity Specialist focused on protecting patient experience and platform integrity within the Customer Experience team. You will review flagged cases, monitor patterns, manage complaints with care, and ensure operations stay within Solace’s protocols.

Reporting to the T&I Manager, you’ll collaborate with QA, operations, and stakeholders to maintain a trustworthy, safe experience for patients.

Qualifications

• Experience in trust and safety, patient advocacy, healthcare operations, compliance, or related field.
• Calm, methodical approach to high-stakes or sensitive situations; de-escalation skills.
• Strong investigative instincts: ask questions, follow evidence, reach sound conclusions.
• Excellent written communication for documenting cases with discretion.
• Familiarity with complaint management, incident review processes, or risk frameworks.
• Ability to navigate ambiguity and make judgment calls beyond a playbook.
• Collaborative by nature across functions and stakeholders.
• Deep commitment to patient welfare and stakes involved.

Responsibilities

• Serve as escalation point for patient safety concerns, complaints, and adverse reports.
• Investigate and resolve complaints promptly and empathetically, document findings.
• Coordinate urgent responses across CX and operations.
• Review flagged reports on patient-facing conduct for alignment with guidelines.
• Maintain confidential investigation records.
• Monitor feedback and trends to identify emerging risks.
• Share insights with CX leadership and propose mitigations.
• Help develop internal playbooks and response protocols.
• Collaborate with internal stakeholders (operations, clinical, product) on risk issues.
• Work with QA to distinguish systemic issues from individual incidents.
• Contribute to policy and SOP updates.

Skills

Trust & Safety

Patient advocacy

Healthcare operations

Complaint management

Investigative mindset

Written communication

Cross-functional collaboration

De-escalation skills

Job description

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

We’re a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly.

Solace isn’t a place to coast. We’re here to redefine healthcare—and that demands urgency, precision, and heart. If you’re looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you’re in the right place. We’re intense, and we like it that way.

Read more in our Bloomberg funding announcement here.

About the Role

We’re looking for a Trust & Integrity Specialist to protect the integrity of the patient experience and the Solace platform. Sitting within the Customer Experience team, you’ll serve as a dedicated resource for identifying, investigating, and resolving situations that pose risk to the patient or advocate experience.

This role sits at the intersection of patient safety, conduct oversight, and operational risk. You’ll own the review of flagged cases, monitor for emerging patterns, manage complaints with care and urgency, and ensure that the people and systems patients interact with are operating within Solace’s protocols and standards. Reporting to the T&I Manager, you’ll work closely with QA, operations, and internal stakeholders to maintain a trustworthy, safe, and high-quality experience for every patient we serve.

Today this work centers on advocate-facing cases; as Trust & Integrity expands, the same function will extend to other patient-facing groups (CX, physicians, and beyond).

What You’ll Do

Patient Safety & Complaint Management

• Serve as the primary point of escalation for patient safety concerns, complaints, and adverse experience reports
• Investigate and resolve complaints in a timely, thorough, and empathetic manner, documenting findings and outcomes with precision
• Identify when a patient situation requires urgent intervention and coordinate an appropriate response across CX and operations
• Ensure patients feel heard and supported throughout any complaint or escalation process

Conduct & Risk Oversight

• Review flagged reports from internal stakeholders regarding the behavior or conduct of any patient-facing individual or team
• Assess whether conduct aligns with Solace’s ethical guidelines and engagement standards, distinguishing conduct/trust issues from process-conformance issues
• Maintain accurate, confidential records of all investigations and outcomes

Risk Monitoring & Pattern Analysis

• Monitor patient feedback, escalation data, and operational signals to identify emerging risk patterns before they become systemic
• Track complaint trends, root causes, and repeat issues; surface insights to CX leadership with recommended mitigations
• Contribute to risk reporting cadences and flag high-priority issues in real time
• Support the development of internal playbooks and response protocols for common risk scenarios

Cross-Functional Partnership

• Act as a trusted point of contact for internal stakeholders (operations, clinical, product) who surface risk or safety concerns
• Partner with QA to distinguish systemic quality issues from individual trust and safety incidents, ensuring each is handled appropriately
• Contribute to policy and SOP updates that reduce risk and strengthen the patient-advocate relationship

What You Bring to the Table

• Experience in trust and safety, patient advocacy, healthcare operations, compliance, or a related field
• A calm, methodical approach to high-stakes or sensitive situations. You don’t rattle easily and you know how to de-escalate
• Strong investigative instincts: you ask the right questions, follow the evidence, and reach sound conclusions
• Exceptional written communication skills with the ability to document cases clearly and handle sensitive topics with discretion
• Familiarity with complaint management, incident review processes, or risk frameworks
• Comfort navigating ambiguity and making judgment calls when situations don’t fit neatly into a playbook
• Collaborative by nature: you work well across functions and build trust quickly with stakeholders
• A deep commitment to patient welfare and a clear sense of what’s at stake

Applicants must be based in the United States.

Up for the Challenge?

We look forward to meeting you.