Solace
Trust & Integrity Specialist at Solace
$30–$31 / hour
Apply for this positionRole overview
An at-a-glance view of the facts included with this Trust & Integrity Specialist at Solace listing.
- Company
- Solace
- Location
- Remote, United States
- Work arrangement
- Remote
- Employment type
- Full-time
- Compensation
- $30–$31 / hour
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Role overview
This job description has been rewritten in fresh language using the facts in the listing. Source credit and original listing details are available below.
Solace is hiring a full-time, remote Trust & Integrity Specialist based in the United States, at $30–$31 per hour. The role is part of the Customer Experience team and reports to the Trust & Integrity Manager. Solace pairs patients with expert advocates to help them navigate healthcare; it is a Series C startup founded in 2022.
You will review and investigate patient safety concerns, complaints, and reports about the conduct of patient-facing people or teams. The work includes responding to urgent situations, documenting case outcomes confidentially, monitoring complaint and escalation data for patterns, and sharing risk findings with leadership. You will partner with teams including QA, operations, clinical, and product to distinguish individual conduct concerns from broader quality or process problems.
The current focus is on advocate-related cases. As the Trust & Integrity function grows, its scope is expected to include other patient-facing groups, such as Customer Experience and physicians.
Role at a glance: Full-time remote U.S. Trust & Integrity Specialist role at Solace, paying $30–$31 per hour, focused on patient safety, investigations, and risk monitoring.
Responsibilities mentioned in the listing
- Handle escalated patient safety concerns, complaints, and adverse experience reports; investigate, document, and resolve cases with care and timeliness.
- Recognize situations requiring urgent intervention and coordinate responses with Customer Experience and operations while supporting patients through the escalation process.
- Review reports about patient-facing individuals or teams and assess conduct against Solace’s ethical guidelines and engagement standards, distinguishing conduct concerns from process issues.
- Keep accurate, confidential investigation records.
- Monitor patient feedback, escalations, and operational signals for risk patterns; track trends and root causes, share findings and mitigation recommendations, and flag urgent issues.
- Contribute to risk reporting, internal playbooks, response protocols, policies, and standard operating procedure updates.
- Work with internal stakeholders, including operations, clinical, product, and QA, to address safety and trust concerns and identify systemic quality issues.
Qualifications stated in the listing
- Experience in trust and safety, patient advocacy, healthcare operations, compliance, or a related area.
- Steady, methodical judgment in sensitive or high-stakes situations, including de-escalation skills.
- Strong investigative ability, including asking relevant questions, following evidence, and reaching sound conclusions.
- Excellent written communication and the discretion to document cases involving sensitive topics.
- Familiarity with complaint handling, incident review, or risk frameworks.
- Ability to navigate ambiguity and make decisions when established guidance does not cover a situation.
- Collaborative approach and ability to build trust with stakeholders across functions.
- Strong commitment to patient welfare.
Full details from the source listing
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.
Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [email protected] or [email protected].
