Trust & Integrity Specialist

Devconnectplatform; United States; Remote; USD 41.000 - 43.000; Vollzeit

Benefits dieser Stelle

Remote work

Competitive hourly pay

Zusammenfassung

Solace seeks a Trust & Integrity Specialist to protect patient experience and platform integrity within the Customer Experience team. You will own review of flagged cases, investigate complaints, and coordinate responses across CX and operations.

Based in the United States, this fully remote role emphasizes patient safety, risk oversight, and collaboration with QA, product, and clinical teams to uphold Solace's standards and protect patients and advocates.

Qualifikationen

• Experience in trust and safety, patient advocacy, healthcare operations, compliance.
• Calm, methodical approach to high-stakes situations and de-escalation.
• Strong investigative instincts: ask questions, follow evidence, reach conclusions.
• Excellent written communication and discretion handling sensitive topics.
• Familiarity with complaint management, incident reviews, or risk frameworks.
• Able to navigate ambiguity and make judgments outside a strict playbook.
• Collaborative by nature, works across functions and builds trust quickly.
• Committed to patient welfare and understanding of what's at stake.

Aufgaben

• Serve as the primary escalation point for patient safety concerns and complaints.
• Investigate and resolve complaints with empathy, documenting findings.
• Coordinate urgent interventions across CX and operations.
• Review flagged reports on conduct and assess alignment with guidelines.
• Maintain confidential investigation records.
• Monitor feedback and patterns to identify emerging risks.
• Surface insights to CX leadership with mitigations.
• Develop playbooks and response protocols for common risks.
• Partner with QA and stakeholders to distinguish issues.

Kenntnisse

Trust & Safety

Patient Advocacy

Healthcare Operations

Compliance

Investigative Skills

De-escalation

Written Communication

Cross-functional Collaboration

Jobbeschreibung

# Trust & Integrity SpecialistSolace30–31 USD/hrFull-timeremote· midUSAListed via Jobicy · posted 22 Oct 2026. The application happens there, not on DevConnect.Apply on Jobicy## DescriptionAbout SolaceHealthcare 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 RoleWe'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 DoPatient 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 processConduct & 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 outcomesRisk 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 scenariosCross-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 relationshipWhat 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 stakeApplicants must be based in the United States.Up for the Challenge?We look forward to meeting you.Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [e-mail] or [e-mail].