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Trust and Safety Team Member
2 weeks ago
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 & +10,000 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 well-linked 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 coordinator's home or work space. Trust and
**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 patient-related 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 follow-up tasks every interaction with prospects and patients into a CRM tool
- Follow-up with tasks by meeting/beating established SLAs
- Work within the agreed schedule. (Available to work on weekends)
Attend training and coaching sessions as required.
- Attend weekly 1-on-1s, 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
- 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 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 mínimal 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 *
