Trust & Safety Specialist I - Remote

Overview

A Trust & Safety Specialist fulfills a critical function of our Trust & Safety team in intaking, documenting, and resolving complaints or feedback from health plan members, Pals, and customers.

In Short

• Intake and categorize complaints and feedback.
• Summarize cases in professional language.
• Resolve general support requests daily.
• Identify and flag safety concerns.
• Work standard weekday or weekend shifts.
• Maintain key performance indicators for case resolution.
• Communicate effectively with various stakeholders.
• Exhibit critical thinking and attention to detail.
• Support a diverse and inclusive work environment.
• Adapt to changing work environments.

Requirements

• Commitment to integrity and ethical decision-making.
• Strong customer care skills and ability to de-escalate situations.
• Experience with Microsoft tools and Google Sheets.
• Experience in healthcare grievances and appeals preferred.
• Knowledge of Zendesk and Looker is a plus.
• Exceptional written and verbal communication skills.
• Ability to multitask and work independently.
• Critical thinking and sound judgment.
• Bilingual (English and Spanish) is a plus.

Benefits

• Competitive salaries and challenging work assignments.
• Medical, dental, and vision insurances.
• Mental health and emotional wellbeing support.
• Equity packages and 401k Plan with match.
• Generous gender-neutral parental leaves and PTO.
• Lunch stipends and employee events for work-life balance.