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Trust & Integrity Specialist

Solace· Customer Experience
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Remote$30/hr - $31/hrFull-timePosted 4d ago

About the role

Protect the integrity of the patient experience and the Solace platform by identifying, investigating, and resolving situations that pose risk to patients or advocates. Role centers on patient safety, conduct oversight, and operational risk within the Customer Experience team.

Responsibilities

  • 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
  • Review flagged reports 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
  • 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
  • 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; de-escalation skills
  • Strong investigative instincts: asking the right questions, following evidence, and reaching sound conclusions
  • Exceptional written communication skills with 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; ability to work across functions and build trust quickly with stakeholders
  • Deep commitment to patient welfare and understanding of stakes
  • Applicants must be based in the United States.

Skills

Required:Investigation and case documentationCommunication and de-escalationRisk assessment and pattern analysisCross-functional collaboration
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Solace

Find your advocate today.

Solace is a healthcare advocacy company dedicated to helping patients navigate the healthcare system and improve health outcomes.

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