[Hiring] Trust & Integrity Specialist @Solace

Role Description

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.

Qualifications

• 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.

Fraudulent Recruitment Advisory

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