Trust & Integrity Specialist
美国的 Solace 医疗保健基本上是破产的。这个系统非常复杂，88%的美国成年人没有必要的健康素养才能在无助的情况下进行导航.Solace 通过将患者与专家倡导者结合在一起并为他们提供更好的决策和获得更好的结果的工具来削减卫生管理的官僚关系。我们是一个 C 系列创业公司，成立于2022年，由 Inspired Capital, Craft Ventures,Torch Capital,Menlo Ventures,Signalfire 和 IVP 支持。我们的美国团队瘦身，使命驱动，并且快速增长.Solase 不是一个适合游泳的地方。我们在这里重新定义医疗服务，这需要紧迫性，精度和心脏。如果你想伸展自己，提高你的优势，和一个关心深厚的团队一起做出你一生中最好的工作，你就在正确的地方。我们强烈，我们喜欢这种方式。在我们的布隆伯格资金公告中阅读更多关于角色 我们正在寻找信任与诚信专家来保护患者体验和索拉斯平台的完整性。坐在客户体验团队内，你将成为特定的资源，确定，调查和解决对病人或倡导者的经历构成风险的情况。这个职位位于患者安全，管理监督和运营风险交叉口。你将拥有标记案例的审查，监测出现的模式，谨慎和紧急管理投诉，并确保患者互动的人员和系统在 Solace 协议和标准范围内运作。向 T&I 经理报告，你将与 QA,操作和内部利益相关者密切合作，以为我们服务的每个病人提供可信，安全和高质量的体验。今天这项工作集中于面对律师的案件；随着 Trust & Integrity 扩大，同样的功能将扩展到其他面向患者的组 （CX,医生及以上）. 作为患者安全问题，投诉和不利经验报告的首要升级点 · 及时，彻底和同情地调查和解决投诉，精确记录发现和结果 · 确定当病人情况需要紧急干预时并协调在 CX 和操作中适当反应 · 在任何投诉或升级过程中确保患者感到被听到和得到支持行为与风险监督 · Rev
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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.
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