Trust and Safety Analyst

About the Role:

Trust & Safety at Clipboard Health plays an integral role in ensuring the health of our marketplace, and the safety of our partnered healthcare facilities and health care providers. We engage directly, and in real time, with both sides of our marketplace when safety issues arise, and exercise sound judgment in the face of incomplete or ambiguous information. 

This role sits within our Customer Operations team and reports to the Manager of Trust & Safety. The successful individual should be able to masterfully balance mitigation of safety risks and exercise excellent judgment, while still delivering excellent customer experience, even, and especially, when the worst has happened.

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

Requirements:

• 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
• Preferred:
  • 3-5 years in Trust & Safety or Risk Management
  • Experience as a licensed nurse (RN, LVN/LPN), or in Nursing Informatics
  • Product Management or Program Management experience 
  • Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data
  • Experience writing SQL queries