Trust & Integrity Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Trust & Integrity division, safeguarding the integrity of the patient experience and the Solace platform.

• Build and oversee a team dedicated to identifying, investigating, and mitigating risks to patients, advocates, or Solace operations.

• Own the strategy and standards for case reviews.

• Supervise escalations and investigations.

• Monitor emerging risk trends at a portfolio level.

• Ensure advocates adhere to Solace protocols and standards.

• Coach and manage Trust & Integrity Specialists.

• Establish workflows, service level agreements (SLAs), and quality standards for complaint management, investigations, and advocate oversight.

• Conduct case reviews and calibration sessions.

• Manage escalation routes for complex or high-severity patient safety concerns and adverse experience reports.

• Ensure timely, thorough, and empathetic investigation and resolution of complaints.

• Define urgent-intervention criteria and coordinate cross-functional responses.

• Act as the final escalation point for patients or stakeholders.

• Uphold the behavior, conduct, and quality review processes of advocates.

• Collaborate with QA and team leads on formal performance reviews or corrective actions.

• Maintain the integrity and confidentiality of investigation records.

• Enhance standard operating procedures (SOPs) and ethical guidelines based on insights gained from cases.

• Develop risk monitoring practices leveraging patient feedback, escalation data, and operational signals.

• Identify systemic risk patterns and lead root-cause analyses.

• Own the risk reporting cadence to Customer Experience and cross-functional leadership.

• Create internal playbooks and response protocols.

• Collaborate with operations, clinical, product, and legal/compliance stakeholders.

• Represent Trust & Integrity in the development of policies and SOPs.

• Contribute as a subject matter expert to the organization-wide risk and safety strategy.

⛳️ Requirements

• Experience in managing or leading a team within trust and safety, patient advocacy, healthcare operations, compliance, or a similar field.

• Proven track record in building or scaling processes, SOPs, or playbooks within a high-stakes environment.

• Calm and methodical approach to high-stakes or sensitive situations, with strong judgment in ambiguous contexts.

• Strong investigative instincts and the ability to mentor others in developing similar skills.

• Exceptional written and verbal communication skills, including experience in presenting findings and recommendations to leadership.

• Extensive knowledge of complaint management, incident review processes, or risk frameworks.

• Demonstrated ability to quickly build trust across functions, including with senior stakeholders.

• Deep commitment to patient welfare and a clear understanding of the stakes involved.

• Must be based in the United States.

• Must be authorized to work in the United States.

• LinkedIn profile is required.

• Resume is required.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.

• Flexible work arrangements.