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Safety and Compliance Specialist

2 months ago

San Francisco, California, United States Clipboard Health Full time
Job OverviewMission of Clipboard Health:

At Clipboard Health, our purpose is to elevate individuals within the socioeconomic spectrum. We significantly enhance lives by empowering healthcare professionals to transform their spare time and ambition into career advancement and financial growth. Our innovative app-based marketplace connects healthcare facilities with healthcare professionals, enabling them to book on-demand shifts and access talent as needed. Our goal is to provide healthcare professionals with the flexibility to work according to their preferences while ensuring healthcare facilities can fulfill their staffing requirements.

About Clipboard Health:

Clipboard Health is a rapidly expanding tech startup that has recently completed its Series C funding round. We are experiencing remarkable growth, characterized by classic two-sided network effects that are reshaping the healthcare talent landscape. Our team is diverse and inclusive, operating remotely on a global scale. We have been recognized among YC's Top Companies and have seen a 20x growth since early 2021. This is an exhilarating time to become part of our expanding team and contribute to our mission of supporting healthcare professionals and facilities in delivering better patient care.

Role Overview:

The Trust & Safety team at Clipboard Health is vital in maintaining the integrity of our marketplace and ensuring the safety of our partnered healthcare facilities and providers. We engage directly and promptly with both sides of our marketplace when safety concerns arise, exercising sound judgment amidst incomplete or ambiguous information.

This position is part of our Customer Operations team and reports to the Trust & Safety Manager. The ideal candidate will adeptly balance risk mitigation while providing exceptional customer experiences, even in challenging situations.

Key Responsibilities:
  • Engage directly with customers on both sides of our marketplace through various communication channels while investigating safety incidents.
  • Manage and uphold communication across multiple platforms to resolve incidents at partnered facilities with the highest priority and standards.
  • Deliver exceptional service, ensuring satisfactory resolutions to complex cases.
  • Identify unreported safety concerns and accurately classify and address them.
  • Meet established SLAs for Trust & Safety and ensure timely responses for our customers.
  • Develop and iterate on safety initiatives and tools to enhance customer safety and minimize incidents.
  • Establish policies for marketplace norms and create new policies to tackle known and emerging safety issues.
  • Collaborate cross-functionally with customer support, operations, product, customer success, and legal teams.
  • Assess safety and compliance risks and formulate strategies to bridge identified gaps.
  • Create metrics to evaluate the success of Trust and Safety initiatives.
  • Monitor and report on safety and compliance metrics, analyzing trends to propose solutions for safety incidents.
  • Continuously improve the incident reporting process.
  • Stay informed on product updates to ensure team members utilize accurate organizational information.
  • Serve as a subject matter expert on Trust and Safety policies and procedures, both internally and externally.
Qualifications:
  • Proven ability to investigate thoroughly and resolve customer incidents with empathy and decisive action.
  • Exceptional written and verbal communication skills; comfortable articulating ideas and engaging with a diverse audience.
  • Experience in driving new projects and implementing policies and features to enhance platform safety.
  • Ability to manage multiple cross-functional projects effectively.
  • Possess a proactive mindset and demonstrate sound judgment in ambiguous situations.
  • Capable of identifying and assessing potential risks while effectively diffusing challenging situations.
  • Exhibit strong leadership qualities, motivation, self-direction, and initiative to achieve the objectives of Trust & Safety and Clipboard Health.
  • Self-motivated, organized, and able to work independently.
  • Strong attention to detail with the ability to recognize behavioral patterns and signs of abuse.
  • Demonstrate ethical integrity and sound decision-making abilities.
  • Preferred Qualifications:
    • 3-5 years of experience in Trust & Safety or Risk Management.
    • Experience in Product Management or Program Management.
    • Ability to utilize statistical tools and techniques for data analysis and presentation.
    • Familiarity with writing SQL queries.