Trust & Integrity Specialist

Solace

2d•$30 - $31

About The Position

Solace is seeking a Trust & Integrity Specialist within its Customer Experience team to protect the integrity of the patient experience and the Solace platform. The role identifies, investigates, and resolves situations that may put patients or advocates at risk. It focuses on patient safety, conduct oversight, and operational risk, including reviewing flagged cases, monitoring for emerging patterns, managing complaints, and ensuring people and systems meet Solace's protocols and standards. The position reports to the T&I Manager and works closely with QA, operations, and internal stakeholders. The current focus is advocate-facing cases, with the function expected to expand to other patient-facing groups, including CX and physicians. The specialist serves as the primary escalation point for patient safety concerns and complaints, investigates reports with care and urgency, and coordinates responses when urgent intervention is needed. The role also reviews conduct reports, maintains confidential investigation records, analyzes complaint trends and root causes, contributes to risk reporting and response playbooks, and partners across teams on risk concerns and policy or SOP updates. Applicants must be based in the United States.

Requirements

Experience in trust and safety, patient advocacy, healthcare operations, compliance, or a related field.
A calm, methodical approach to high-stakes or sensitive situations, including the ability to de-escalate.
Strong investigative instincts, including asking appropriate questions, following evidence, and reaching sound conclusions.
Exceptional written communication skills and 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 do not fit a playbook.
Collaborative approach and ability to work across functions and build trust with stakeholders.
Deep commitment to patient welfare and a clear sense of what is at stake.
Must be based in the United States.

Responsibilities

Serve as the primary escalation point for patient safety concerns, complaints, and adverse experience reports.
Investigate and resolve complaints in a timely, thorough, and empathetic manner, documenting findings and outcomes precisely.
Identify situations requiring urgent intervention and coordinate an appropriate response across CX and operations.
Ensure patients feel heard and supported throughout complaint and escalation processes.
Review internal reports regarding the behavior or conduct of patient-facing individuals or teams.
Assess whether conduct aligns with Solace's ethical guidelines and engagement standards, distinguishing conduct and trust issues from process-conformance issues.
Maintain accurate, confidential records of investigations and outcomes.
Monitor patient feedback, escalation data, and operational signals to identify emerging risk patterns.
Track complaint trends, root causes, and recurring issues; share insights and recommended mitigations with CX leadership.
Contribute to risk reporting cadences and flag high-priority issues in real time.
Support development of internal playbooks and response protocols for common risk scenarios.
Serve as a trusted contact for internal stakeholders, including operations, clinical, and product teams, who raise risk or safety concerns.
Partner with QA to distinguish systemic quality issues from individual trust and safety incidents and ensure appropriate handling.
Contribute to policy and SOP updates that reduce risk and strengthen the patient-advocate relationship.