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).

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

Trust & Integrity Specialist

Responsibilities

Company

Solace

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