At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
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 https://www.bloomberg.com/news/articles/2026-02-10/vcs-give-solace-health-1-billion-valuation-for-patient-advocacy-tech?accessToken=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJzb3VyY2UiOiJTdWJzY3JpYmVyR2lmdGVkQXJ0aWNsZSIsImlhdCI6MTc3MDczMDg4MywiZXhwIjoxNzcxMzM1NjgzLCJhcnRpY2xlSWQiOiJUQThVUzhLR0NURzEwMCIsImJjb25uZWN0SWQiOiJBRDYxODI0MTc0ODM0MTk0QTRENUZFNzkwMzNGMDJGNSJ9.TE2pFUAOQAPMUXFlzoQ7zeJvctq7cSibbZqtIwhW-2U&leadSource=uverify+wall.
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.
Responsibilities
- 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
- 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
- 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 policy and SOP updates that reduce risk and strengthen the patient-advocate relationship
Requirements
- Experience in trust and safety, patient advocacy, healthcare operations, compliance, or a related field
- A calm, methodical approach to high-stakes or sensitive situations
- 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
Workplace
- Applicants must be based in the United States.