Job Description:

• Detect and remove users who violate Zeel’s Terms of Service
• Document and resolve escalated customer, patient, and provider issues
• Work in a queue-based environment to respond to high-volume Trust & Safety-related communications with speed and accuracy
• Maintain credentialing standards and oversee provider quality assessments
• Review Office Credentialing Applications
• Monitor news headlines for risk and public health-related mandates at the state and federal level
• Iterate Trust & Safety protocols and policies as needed
• Collaborate with Data, Technology and Product teams to improve Trust & Safety software and integrations
• Manage property and injury claims
• Process Discrepancy claims
• Fulfill Medical Records and subpoena requests as applicable
• Create response templates for recurring inquiries
• Assist with special projects, as assigned

Requirements:

• Bachelor’s degree (B.A./B.S.) or equivalent four-year degree
• At least two years of experience in Trust & Safety, law enforcement, legal, claims, or related roles
• Strong research skills and analytical abilities
• Experience in a fast-paced, high-volume environment
• Understanding of HIPAA regulations and handling of PII and PHI
• Excellent judgment, integrity, empathy, and ability to operate with high standards under pressure
• Outstanding documentation skills and attention to detail
• Self-motivated, responsive, and extremely collaborative
• Must be willing to work weekends, evenings, nights, and holidays as needed
• Preferred Qualifications: Law enforcement, risk, or insurance-related fields
• Background in written communications via email, phone, and text in a compliance-driven environment not relying on AI for proper grammar and tone.

Benefits: