Trust and Safety Specialist – Remote

  • Individual Contributor
  • Anywhere
  • Experience level: 3+ years

Website Zeel

This content was reproduced from the employer’s website on February 19, 2022. Please visit their website below for the most up-to-date information about this position.

Zeel’s Trust and Safety division ensures every health and wellness experience with Zeel is as safe and seamless as possible. As a Trust and Safety Specialist at Zeel, you will identify potential risks, mediate, and diffuse situations while thinking strategically about policy development and methods.

Our Trust and Safety Specialists enforce protocols and policies, handle written and verbal communications with patients and providers, prevent fraud and revenue loss, respond  to chargebacks, assist with the design of flowcharts for operational processes, audit provider credentialing, assist with medical audit preparation, create  response templates, review  applicants for re-credentialing, and manage provider quality assessments.

We are looking for a force-of nature with a tireless work ethic who wants to be part of an industry-standard setting team. Strong analytical skills, top writing skills and the ability to clarify and prioritize using data are a must.  All Specialists are expected to work night and/or weekend shifts as required and planned in advance.

This position is remote and WFH, though candidates must be located within the United States. This position reports to the Director of Trust and Safety.

The Trust and Safety Associate will

● Oversee ATS to maintain credentialing standards

● Resolve and document customer, patient and provider issues

● Monitor news headlines for risk and government/state including Orders regarding Public Health and Vaccine-related mandates

● Contribute updating protocols and policies as necessary

● Help conduct monthly training seminars for various operational teams

● Respond to payment disputes and chargebacks and report monthly on key indicators to management

● Collaborate with Data and Product teams as we evolve our T+S software and integrations

● Work in a queue-based environment to respond to T + S-related provider and customer emails and texts often in high volume with speed and accuracy

● Detect and remove users who violate Zeel’s Terms of Service

● Handle property and injury claims

● Assisting with with special projects and other duties, as needed

●Work a schedule that includes weekend, nights, days, and holidays on a rotational basis.

Our ideal candidate will have

  • Strong online research skills
  • Experience in a startup or fast-growing company
  • Superb written and spoken communication skills
  • Strong analytical skills
  • Grace under pressure
  • Excellent judgment
  • Resilience and self-motivation
  • A desire to collaborate, share, and learn
  • Keen attention to detail and documentation
  • Integrity and empathy
  • 3+ years of experience in trust and safety, investigation, legal, fraud, or claims
  • Proficiency in Salesforce, Excel and ID verification

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