Clipboard Health · 4 hours ago

Trust and Safety Analyst

United States

Full-time

Remote

Mid Level

3+ years exp

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Health CareMarketplace

Growth Opportunities

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Responsibilities

Directly engage with customers on both sides of our marketplace via phone and email while investigating safety incidents

Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partnered facilities with the utmost priority and high standards

Deliver high quality service, while providing satisfactory resolution to the most challenging cases

Identify unreported safety issues, and action and classify them accurately

Meet Trust & Safety’s SLAs, and ensure a timely turnaround for our customers

Iterate on and develop safety initiatives and tools to help keep our customers safe and reduce overall incidents

Drive policy for norms within the marketplace, and develop new policies to address known and unknown safety issues

Lead cross-functional collaboration with customer support, operations, product, customer success, and legal

Evaluate safety and compliance risk, and develop strategies to address gaps

Develop metrics for measuring Trust and Safety success

Monitor and report on safety and compliance metrics as well as analyze trends in safety data to come up with solutions that address safety incidents

Drive continuous efforts to improve incident reporting process

Remain knowledgeable on product updates to ensure audited team members are utilizing the correct organizational information

Act as a subject matter expert on Trust and Safety policies and procedures internally and externally

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Trust & Safety experienceRisk Management experienceLicensed nurse RNLicensed nurse LVN/LPNNursing InformaticsProduct ManagementProgram ManagementStatistical analysisSQL queriesEthical decision-makingExceptional communicationProject management

Required

Ability to investigate deeply, and resolve customer incidents with empathy and action

Exceptional written and verbal communication skills - You are a skilled communicator and listener, you’re comfortable expressing ideas and opinions to a varied audience, and have no problems calling and speaking to our customers directly.

Ability to drive new projects and launch policies and features to enhance platform safety

Ability to manage multiple cross-functional projects

Possess an 'I can handle anything' mentality and extremely sound judgment in ambiguous situations

Ability to identify and quantify potential risks and effectively diffuse situations

Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals and mission of both Trust & Safety and Clipboard Health

Self-motivated, able to work independently, and stay organized

Strong attention to detail, and the ability to identify patterns of behaviour and indications of abuse

Ethical and unbiased integrity and decision-making abilities