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Solace is a Series C healthcare startup (founded 2022, backed by Inspired Capital, Craft Ventures, Menlo Ventures, and others) that pairs patients with expert advocates and tools to navigate the U.S. healthcare system. The company addresses a critical gap: 88% of U.S. adults lack sufficient health literacy to navigate healthcare without help.
You will join the Customer Experience team as a Trust & Integrity Specialist, serving as the primary 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.
Key Responsibilities:
Patient Safety & Complaint Management: Serve as the primary escalation point for patient safety concerns, complaints, and adverse experience reports. Investigate and resolve complaints thoroughly and empathetically, documenting findings with precision. Identify situations requiring urgent intervention and coordinate responses across CX and operations. Ensure patients feel heard and supported throughout escalation processes.
Conduct & Risk Oversight: Review flagged reports regarding the behavior or conduct of patient-facing individuals or teams. Assess whether conduct aligns with Solace's ethical guidelines and engagement standards. 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. 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 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. Contribute to policy and SOP updates that reduce risk and strengthen patient-advocate relationships.
You will report to the T&I Manager and work closely with QA, operations, and internal stakeholders. Today this work centers on advocate-facing cases; as Trust & Integrity expands, the function will extend to other patient-facing groups (CX, physicians, and beyond).
Requirements:
- Experience in trust and safety, patient advocacy, healthcare operations, compliance, or a related field
- Calm, methodical approach to high-stakes or sensitive situations; ability to de-escalate
- Strong investigative instincts: asking the right questions, following evidence, 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 well across functions and build trust quickly with stakeholders
- Deep commitment to patient welfare and clear sense of what's at stake
- Must be based in the United States
