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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient advocacy and complaint management, with a strong focus on investigative skills and risk assessment. Proven ability to collaborate across functions and maintain confidentiality while supporting patient welfare.
Highest-signal resume keywords
Patient AdvocacyComplaint ManagementInvestigative SkillsRisk AssessmentCollaboration Across Functions
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident Review ProcessesRisk FrameworksData MonitoringDocumentationPolicy Updates
Soft Skills
EmpathyCalm Under PressureExceptional Written CommunicationDiscretionMethodical Approach
Industry Keywords
Trust and SafetyHealthcare OperationsCompliancePatient WelfareEscalation Processes
About the role
Key responsibilities & impact- Serve as the primary escalation point for patient safety concerns, complaints, and adverse experience reports
- Investigate and resolve complaints thoroughly, empathetically, and promptly while documenting findings and outcomes
- Identify situations requiring urgent intervention and coordinate responses across customer experience and operations
- Support patients throughout complaint and escalation processes
- Review flagged reports concerning the behavior or conduct of patient-facing individuals or teams
- Assess conduct against Solace's ethical guidelines and engagement standards
- Maintain accurate, confidential investigation and outcome records
- Monitor patient feedback, escalation data, and operational signals for emerging risk patterns
- Track complaint trends, root causes, and repeat issues; provide mitigation recommendations to customer experience leadership
- Contribute to risk reporting and flag high-priority issues in real time
- Support development of internal playbooks and response protocols
- Partner with operations, clinical, product, and QA stakeholders
- Contribute to policy and SOP updates that reduce risk and strengthen patient-advocate relationships
Requirements
What you’ll need- 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 and ability to follow evidence and reach sound conclusions
- Exceptional written communication skills and discretion handling sensitive topics
- Familiarity with complaint management, incident review processes, or risk frameworks
- Comfort navigating ambiguity and making judgment calls outside established playbooks
- Ability to collaborate across functions and build trust with stakeholders
- Deep commitment to patient welfare
- Must be based in the United States
- Must be authorized to work in the United States
- Must not require Solace to sponsor a work permit, either now or in the future, to work in the United States