[All remote jobs](https://jobicy.com/jobs.md)[![Solace logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/4e37a66b-221.png)](https://jobicy.com/company/solace.md)[Solace](https://jobicy.com/company/solace.md) # Trust & Integrity Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/solace.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 90k–110k / yrDepartment[Healthcare & Medical](https://jobicy.com/categories/healthcare.md)EmploymentFull TimeExperienceSeniorPublished22 Oct 2026Apply before21 Nov 2026Listing views43Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Solace is seeking a Trust & Integrity Manager to lead a team that investigates patient-safety concerns, complaints, advocate conduct issues, and operational risks. The manager will establish workflows, SLAs, case-review standards, escalation paths, and confidential investigation-record practices. The role requires portfolio-level risk monitoring, root-cause analysis, and development of mitigation playbooks and SOPs. It partners closely with customer experience, QA, operations, clinical, product, legal, and compliance leaders. This is a high-stakes healthcare operations leadership role focused on patient welfare, accountability, and scalable service integrity. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role involves sensitive patient-safety incidents, complex investigations, and consequential judgment under ambiguity. It also requires building a new or scaling function while leading cross-functional risk responses and coaching a specialist team. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$100,000US market range (per year)$95k–$135k0$148.50k AI insightThe employer discloses an annual base compensation range of $90,000–$110,000 USD, with a midpoint of $100,000. Estimated US market pay for a healthcare trust, safety, and integrity manager is approximately $95,000–$135,000 annually, depending on healthcare-risk scope, people-management responsibility, and startup stage. ## Core skills Skills and capabilities most closely associated with this opportunity. [Patient safety](https://jobicy.com/jobs?search_keywords=Patient%20safety.md)[Trust and safety operations](https://jobicy.com/jobs?search_keywords=Trust%20and%20safety%20operations.md)[Complaint management](https://jobicy.com/jobs?search_keywords=Complaint%20management.md)[Incident investigation](https://jobicy.com/jobs?search_keywords=Incident%20investigation.md)[Risk assessment](https://jobicy.com/jobs?search_keywords=Risk%20assessment.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[SOP development](https://jobicy.com/jobs?search_keywords=SOP%20development.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Team leadership](https://jobicy.com/jobs?search_keywords=Team%20leadership.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Healthcare operations](https://jobicy.com/jobs?search_keywords=Healthcare%20operations.md)[Case review](https://jobicy.com/jobs?search_keywords=Case%20review.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Confidential records management](https://jobicy.com/jobs?search_keywords=Confidential%20records%20management.md)[Stakeholder communication](https://jobicy.com/jobs?search_keywords=Stakeholder%20communication.md) Sample interview questionsHow would you design a consistent process for handling high-severity patient complaints?I would define severity tiers, intake requirements, ownership, response-time SLAs, escalation triggers, documentation standards, and closure criteria. I would calibrate reviewers regularly, audit cases for quality and timeliness, and use recurring themes to improve policy and prevention controls. Describe how you would distinguish a systemic quality issue from an individual advocate integrity incident. I would review the evidence across individual behavior, policy adherence, training history, case context, and broader trend data. A pattern across advocates or workflows points to a systemic issue, while a well-supported deviation by one person may require individual coaching or corrective action; some cases require both responses. How do you lead a team through emotionally difficult or sensitive investigations? I set clear decision frameworks, protect confidentiality, create space for structured debriefs, and ensure team members have appropriate support. I reinforce empathy for affected patients while maintaining evidence-based analysis, consistent standards, and timely decisions. What metrics would you use to monitor trust and integrity risk at a portfolio level? I would track complaint volume and severity, resolution time, repeat incidents, escalation rates, substantiation rates, policy-breach categories, corrective-action outcomes, and quality-audit findings. I would pair quantitative trends with qualitative case reviews to identify emerging risks early. How would you present a high-risk finding to senior leadership? I would provide a concise statement of the risk, affected population, supporting evidence, severity and likelihood, immediate containment actions, recommended long-term mitigation, accountable owners, and decision points. The presentation would clearly separate verified facts, assumptions, and open questions. Opportunity details ## About this role. ### 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 Manager to lead the function that protects the integrity of the patient experience and the Solace platform. Sitting within the Customer Experience team, you’ll build and manage the team responsible for identifying, investigating, and resolving situations that pose risk to patients, advocates, or Solace’s operations. This role sits at the intersection of patient safety, advocate accountability, and operational risk. You’ll own the strategy and standards for case review, oversee a team handling escalations and investigations, monitor for emerging patterns at a portfolio level, and ensure advocates are operating within Solace’s protocols and standards. Reporting to CX leadership, you’ll work closely with QA, operations, CX, and senior internal stakeholders to build a trustworthy, safe, and high-quality experience for every patient we serve and to scale that trust as Solace grows. What You’ll Do Team Leadership & Development * Coach and manage a team of Trust & Integrity Specialists, setting clear expectations and learning paths * Establish and refine workflows, SLAs, and quality standards for complaint handling, investigations, and advocate oversight * Conduct case reviews and calibration sessions to ensure consistency and rigor across the team * Build a culture of empathy, precision, and accountability within the team Patient Safety & Complaint Management * Own escalation paths for the most complex or high-severity patient safety concerns and adverse experience reports * Ensure the team investigates and resolves complaints in a timely, thorough, and empathetic manner, with clear documentation standards * Define criteria for urgent intervention and coordinate cross-functional response for the highest-risk situations * Serve as final escalation point for patients or stakeholders when a case requires manager-level judgment Advocate Oversight & SOP Compliance * Uphold the process by which advocate behavior, conduct, and quality concerns are reviewed * Partner with QA and team leads to adjudicate cases requiring formal performance review or corrective action * Own the integrity and confidentiality of investigation records and reporting * Drive continuous improvement of SOPs and ethical guidelines based on case learnings Risk Strategy & Pattern Analysis * Build and own risk monitoring practices across patient feedback, escalation data, and operational signals * Identify systemic risk patterns and lead root-cause analysis, translating findings into concrete mitigations * Own the risk reporting cadence to CX and cross-functional leadership, including prioritization of high-severity issues * Lead development of internal playbooks and response protocols for known and emerging risk scenarios Cross-Functional Partnership & Strategy * Act as the primary point of contact and thought partner for operations, clinical, product, and legal/compliance stakeholders on trust and integrity matters * Partner with QA leadership to define how systemic quality issues are distinguished from individual trust and integrity incidents * Represent Trust & Integrity in policy and SOP development, ensuring risk considerations are built into how Solace scales * Contribute to org-wide risk and safety strategy as a subject matter expert What You Bring to the Table * Experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or a related field * A track record of building or scaling processes, SOPs, or playbooks in a high-stakes environment * A calm, methodical approach to high-stakes or sensitive situations, with strong judgment under ambiguity * Strong investigative instincts and the 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 * 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](http://ashbyhq.com). Report suspicious activity to recruiting@solace.health or advocate@solace.health. 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This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Solace logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/4e37a66b-221.png) Solace Oct 22 New ### [Trust & Integrity Specialist](https://jobicy.com/jobs/156396-trust-integrity-specialist.md) About Solace Healthcare in the U.S. is fundamentally broken. 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