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Full-time
bachelor degree
Posted 80d ago
~40 hrs/week
Remote in United States
Responsibilities
Enforce company protocols and policies to ensure safe and compliant health and wellness experiences. Manage escalations, mitigate risks, and oversee provider credentialing and quality assessments.
Requirements
Requires a bachelor's degree and at least two years of experience in Trust & Safety, legal, or law enforcement. Must have a strong understanding of HIPAA regulations and the ability to work flexible hours including weekends and holidays.
Full job description
The Trust & Safety Specialist is responsible for enforcing Zeel’s protocols and policies to ensure every health and wellness experience is safe, compliant, and seamless. This role manages escalations from patients and providers, documents and mitigates potential risks, assists in policy development, and supports credentialing and quality assurance processes. The ideal candidate is analytical, highly collaborative, and able to make sound decisions under pressure while maintaining the highest standards of integrity and empathy.
This position is fully remote, however, you must be located within the United States.
Key Responsibilities
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
Required Qualifications
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.
About Zeel
Zeel is redefining access to care by delivering in-home and on-site services focused on acute and chronic pain, stress, and mental well-being. Its HIPAA-compliant platform connects patients with a national network of licensed massage therapists —providing care directly in the home. A proud member of the VA Community Care Network, Zeel provides Medical Massage Therapy for veterans suffering from acute and chronic pain, PTSD, and other life-limiting conditions. The company also offers corporate wellness programs for organizations ranging from Fortune 500 companies to small local businesses. Zeel Hospitality staffs more than 200 five-star hotels and independent spas nationwide. Zeel blends award-winning technology with clinical excellence to deliver personalized, convenient, and impactful healthcare to our clients and patients.
Zeel provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Zeel complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.
Related keywords
Trust & SafetyHIPAAPIIPHICredentialingRisk ManagementComplianceMedical RecordsSubpoena RequestsTerms of ServiceHealthcareWellnessClaims ProcessingQuality Assurance
Pioneering connecting clients & patients to licensed providers with the nations most innovative & trusted tech platform
Industry
Home Health Care Services
Company size
51-200 employees
Founded
2010
Headquarters
New York, NY
LinkedIn followers
7,442
Total funding
$24M
Zeel is a leading provider of pain relief and musculoskeletal care - delivered by licensed professionals, in-person right to your doorstep.
We bring vetted, best in class, licensed therapists directly to people’s homes and workplaces, making treatments seamless, accessible, and convenient.
As a pioneering tech platform , Zeel is the first-of-its-kind company that connects clients, patients, employees, and organizations with trusted healthcare providers NATIONWIDE.
Our mission: to redefine access to essential wellness and medical massage therapy services, wherever and whenever they’re needed.
📱 Download the Zeel app: iOS: apple.co/1RTJQVS Android: bit.ly/1P6OYU4
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