Trust & Integrity Manager

🕒 October 15

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Solace

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

💼 Consulting

🛡️ Insurance

Healthcare • Consulting • Insurance

Solace is a healthcare advocacy company that connects patients and their families with skilled advocates, such as doctors, nurses, and other healthcare experts. Their mission is to empower patients and improve healthcare outcomes by assisting with the navigation of the complex healthcare system. Solace provides support in areas like scheduling, communicating with medical teams, and insurance dealings, and advocates are covered by Medicare and Medicare Advantage plans. The platform ensures patients receive personalized support through phone or video consultations, assisting with everything from chronic illness management to healthcare paperwork.

📋 Description

• Lead the Trust & Integrity function protecting the integrity of the patient experience and Solace platform • Build and manage the team responsible for identifying, investigating, and resolving risks to patients, advocates, or Solace operations • Own strategy and standards for case review • Oversee escalations and investigations • Monitor emerging risk patterns at a portfolio level • Ensure advocates operate within Solace protocols and standards • Coach and manage Trust & Integrity Specialists • Establish workflows, SLAs, and quality standards for complaint handling, investigations, and advocate oversight • Conduct case reviews and calibration sessions • Own escalation paths for complex or high-severity patient safety concerns and adverse experience reports • Ensure timely, thorough, empathetic complaint investigation and resolution • Define urgent-intervention criteria and coordinate cross-functional responses • Serve as final escalation point for patients or stakeholders • Uphold advocate behavior, conduct, and quality review processes • Partner with QA and team leads on formal performance reviews or corrective action • Maintain investigation record integrity and confidentiality • Improve SOPs and ethical guidelines based on case learnings • Build risk monitoring practices across patient feedback, escalation data, and operational signals • Identify systemic risk patterns and lead root-cause analysis • Own risk reporting cadence to CX and cross-functional leadership • Develop internal playbooks and response protocols • Partner with operations, clinical, product, and legal/compliance stakeholders • Represent Trust & Integrity in policy and SOP development • Contribute to organization-wide risk and safety strategy as a subject matter expert

🎯 Requirements

• Experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or a related field • Track record of building or scaling processes, SOPs, or playbooks in a high-stakes environment • Calm, methodical approach to high-stakes or sensitive situations, with strong judgment under ambiguity • Strong investigative instincts and ability to coach others to develop the same • Exceptional written and verbal communication skills, including experience presenting findings and recommendations to leadership • Deep familiarity with complaint management, incident review processes, or risk frameworks • Demonstrated ability to build trust quickly across functions, including with senior stakeholders • Deep commitment to patient welfare and a clear sense of what's at stake • Must be based in the United States • Must be authorized to work in the United States • LinkedIn profile required • Resume required