Trust and Safety Team Member
Trust and Safety Team Member
Posted on :
02-11-2024
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1 Vacancy
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Job Description
This is a remote position.
About Us:
Medical Departures Inc. is the world leader in finding and booking global doctors & dentists with a network of 6000 clinics/hospitals & 10000 doctors/dentists in 29 different countries. We are a fully remote company. The team is spread throughout Latin America Europe Africa and Asia. With more than 50 team members the team forms a welllinked network across a variety of locations lifestyles and backgrounds.
Medical Departures Inc. is the world leader in finding and booking global doctors & dentists with a network of 6000 clinics/hospitals & 10000 doctors/dentists in 29 different countries. We are a fully remote company. The team is spread throughout Latin America Europe Africa and Asia. With more than 50 team members the team forms a welllinked network across a variety of locations lifestyles and backgrounds.
About the role:
The Trust and Safety Team Member is responsible for ensuring superior patient care and service quality across our global network of clinics. This role involves overseeing medical operations quality providing constructive feedback to clinics and internal agents managing patient complaints and escalating any issues that affect patient satisfaction. Additionally the Trust and Safety Team Member will own and maintain the Crisis Management Handbook ensuring that any operational disruptions or patient crises are handled efficiently and in line with
best practices. Work duties to be carried out remotely in the coordinators home or work space. Trust and
Safety Team Members are available via phone WhatsApp live chat social media and email to assist Dental Departure patients with every aspect of planning and coordinating their global dental care.
RESPONSIBILITIES:
Monitor and follow up on the quality of medical operations at partner clinics ensuring high standards of care are consistently met.
Conduct regular audits or reviews of clinic performance to identify areas for improvement.
Collaborate with clinics to implement necessary changes or enhancements to service quality.
Provide clear actionable feedback to clinics and internal support agents based on patient experiences and operational outcomes.
Foster continuous improvement in service delivery by communicating areas for improvement in a constructive and collaborative manner.
Serve as the primary point of contact for managing patient complaints ensuring that concerns are addressed promptly and resolved to the patient s satisfaction.
Escalate significant quality issues or recurring operational problems to leadership along with recommendations for resolution.
Develop maintain and regularly update the Crisis Management Handbook to guide staff in managing operational and patientrelated crises effectively.
Lead crisis response efforts in coordination with leadership ensuring that crises are managed swiftly and that patients receive the necessary support.
Train and educate internal teams and partner clinics on crisis management protocols ensuring readiness for any critical situations.
Regularly evaluate and improve internal processes related to patient care feedback collection and operational workflows.
Generate detailed reports on patient complaints quality issues and crisis responses to help leadership understand trends and areas of concern.
Implement strategies to prevent future crises or operational failures based on data analysis and feedback.
Accurately document tag create followup tasks every interaction with prospects and patients into a CRM tool
Followup with tasks by meeting/beating established SLAs
Answer phone WhatsApp email social media inbound inquiries according to established SLAs
Work within the agreed schedule. (Available to work on weekends)
Attend training and coaching sessions as required.
Attend weekly 1on1s team meetings as required.
Help build the world s largest global medical and dental online agency.
Monitor and follow up on the quality of medical operations at partner clinics ensuring high standards of care are consistently met.
Conduct regular audits or reviews of clinic performance to identify areas for improvement.
Collaborate with clinics to implement necessary changes or enhancements to service quality.
Provide clear actionable feedback to clinics and internal support agents based on patient experiences and operational outcomes.
Foster continuous improvement in service delivery by communicating areas for improvement in a constructive and collaborative manner.
Serve as the primary point of contact for managing patient complaints ensuring that concerns are addressed promptly and resolved to the patient s satisfaction.
Escalate significant quality issues or recurring operational problems to leadership along with recommendations for resolution.
Develop maintain and regularly update the Crisis Management Handbook to guide staff in managing operational and patientrelated crises effectively.
Lead crisis response efforts in coordination with leadership ensuring that crises are managed swiftly and that patients receive the necessary support.
Train and educate internal teams and partner clinics on crisis management protocols ensuring readiness for any critical situations.
Regularly evaluate and improve internal processes related to patient care feedback collection and operational workflows.
Generate detailed reports on patient complaints quality issues and crisis responses to help leadership understand trends and areas of concern.
Implement strategies to prevent future crises or operational failures based on data analysis and feedback.
Accurately document tag create followup tasks every interaction with prospects and patients into a CRM tool
Followup with tasks by meeting/beating established SLAs
Answer phone WhatsApp email social media inbound inquiries according to established SLAs
Work within the agreed schedule. (Available to work on weekends)
Attend training and coaching sessions as required.
Attend weekly 1on1s team meetings as required.
Help build the world s largest global medical and dental online agency.
ADDITIONAL DUTIES AS REQUIRED
Attend regular team meetings
Weekend availability according to shift schedule (5 days on 2 days off)
Early/late availability according to shift schedule
Communicate with team members via phone web conference and email
Preventing unsound or unethical business practices.
Submitting timely expense reports for reimbursements and completing other tasks and reports in accordance with Company policies and procedures.
Support the achievement of the Medical Departures Inc. s sales and revenues objectives
Help build the world s largest global medical marketplace
Communicate with team members via phone web conference and email
Preventing unsound or unethical business practices.
Submitting timely expense reports for reimbursements and completing other tasks and reports in accordance with Company policies and procedures.
Support the achievement of the Medical Departures Inc. s sales and revenues objectives
Help build the world s largest global medical marketplace
Requirements
JOB REQUIREMENTS:
3 years of proven experience in a managerial role focused on patient experience quality management or customer service ideally within healthcare or medical services.
Strong problemsolving skills and the ability to handle patient complaints and crises with diplomacy and professionalism.
Experience in crisis management with a proven ability to handle urgent situations effectively and calmly.
Ability to work independently and remotely managing multiple tasks and deadlines with minimal supervision.
Knowledge of healthcare regulations and best practices in patient care particularly in medical or dental services.
Detailoriented with strong organizational and timemanagement skills
Fluent in English (verbal and written) *is a must*
Extensive technical experience with: MS Office (Outlook Word Excel Teams Chat) or Google Business suite (Gmail Calendar Meet Docs Drive) CRM (Zoho Zendesk Salesforce SugarCRM Freshworks) phones (Twilio RingCentral Dialpad CallTrackingMetrics Tollfreeforwarding) chat (LiveChat Olark)
Familiarity & knowledge of dental or medical procedures *is a plus*
Excellent listening and writing skills
Weekend availability according to shift schedule (5 days on 2 days off)
3 years of proven experience in a managerial role focused on patient experience quality management or customer service ideally within healthcare or medical services.
Strong problemsolving skills and the ability to handle patient complaints and crises with diplomacy and professionalism.
Experience in crisis management with a proven ability to handle urgent situations effectively and calmly.
Ability to work independently and remotely managing multiple tasks and deadlines with minimal supervision.
Knowledge of healthcare regulations and best practices in patient care particularly in medical or dental services.
Detailoriented with strong organizational and timemanagement skills
Fluent in English (verbal and written) *is a must*
Extensive technical experience with: MS Office (Outlook Word Excel Teams Chat) or Google Business suite (Gmail Calendar Meet Docs Drive) CRM (Zoho Zendesk Salesforce SugarCRM Freshworks) phones (Twilio RingCentral Dialpad CallTrackingMetrics Tollfreeforwarding) chat (LiveChat Olark)
Familiarity & knowledge of dental or medical procedures *is a plus*
Excellent listening and writing skills
Weekend availability according to shift schedule (5 days on 2 days off)
EQUIPMENT REQUIREMENT :
High speed internet & mobile connections
Reliable computer & mobile device with audio and video capabilities
About Medical Departures Inc.:
Benefits
JOB TITLE Trust and Safety Team Member
SALARY $1500 USD
BENEFITS 100% remote work healthcare allowance mobile & internet
allowance unlimited sick & vacation days maternity/paternity
HIRING STATUS Under Thai entity with visa and work permit support (FullTime)
PROBATION 2 months (60 days)
SALARY $1500 USD
BENEFITS 100% remote work healthcare allowance mobile & internet
allowance unlimited sick & vacation days maternity/paternity
HIRING STATUS Under Thai entity with visa and work permit support (FullTime)
PROBATION 2 months (60 days)
JOB REQUIREMENTS: 3+ years of proven experience in a managerial role focused on patient experience, quality management, or customer service, ideally within healthcare or medical services. Strong problem-solving skills and the ability to handle patient complaints and crises with diplomacy and professionalism. Experience in crisis management, with a proven ability to handle urgent situations effectively and calmly. Ability to work independently and remotely, managing multiple tasks and deadlines with minimal supervision. Knowledge of healthcare regulations and best practices in patient care, particularly in medical or dental services. Detail-oriented with strong organizational and time-management skills Fluent in English (verbal and written)*is a must* Extensive technical experience with: MS Office (Outlook, Word, Excel, Teams Chat) or Google Business suite (Gmail, Calendar, Meet, Docs, Drive), CRM (Zoho, Zendesk, Salesforce, SugarCRM, Fresh-works), phones (Twilio, RingCentral, Dial-pad, CallTrackingMetrics, Tollfreeforwarding) , chat (LiveChat, Olark) Familiarity & knowledge of dental or medical procedures *is a plus* Excellent listening and writing skills Weekend availability, according to shift schedule (5 days on, 2 days off) EQUIPMENT REQUIREMENT : High speed internet & mobile connections Reliable computer & mobile device with audio and video capabilities About Medical Departures Inc.:
Employment Type
Full Time
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