About TrimRX
TrimRx is building the first truly managed GLP-1 care model — one that takes responsibility for what happens after a prescription is written. In a market optimized for speed and volume, we differentiate by owning outcomes: guiding patients through side effects, lifestyle integration, and long-term sustainability through proactive, human care.
Our values show up in operations too: Trust beats tactics, Guidance is the product, and Proactive care is non-negotiable — including how we prevent avoidable cancellations, reduce disputes, and protect the business so we can keep showing up for patients.
Role Overview
The Compliance & Risk Analyst is responsible for protecting TrimRx from avoidable revenue loss and operational risk by managing payment disputes end-to-end, maintaining evidence quality and submission timeliness, and surfacing root-cause insights that help upstream teams prevent disputes before they happen.
Success requires rigorous prioritization, strong documentation practices, and cross-functional coordination so that disputes are prevented upstream (through better cancellation/retention workflows) rather than handled reactively after the fact.
Key Responsibilities
Dispute / Chargeback Case Management
- Monitor dispute queue daily; triage by evidence due date and risk exposure.
- Prepare and submit dispute evidence packages within deadlines
- Write clear, accurate dispute narratives aligned to processor/card network expectations.
- Track outcomes and ensure learnings are captured for future prevention.
Evidence Collection & Documentation Integrity
- Compile supporting documentation (e.g., receipts, customer communications, signatures/confirmations, service delivery proof) from internal systems and email.
- Maintain organized, auditable case files that can be referenced later (including what was submitted and why).
- Identify missing evidence patterns and propose fixes (e.g., required fields, standardized proof, templated artifacts).
Daily Reporting & Risk Visibility
- Maintain a daily dispute log (type, volume, due dates, resolution status, themes).
- Provide finance-facing insight into what’s driving losses, wins, and dispute volume (e.g., cancellation failures, delayed response loops).
Refund / Exception Escalation
- Escalate any decisions involving voluntary refunds or exceptions to the appropriate approver with the evidence and rationale needed to decide quickly.
Prevention Feedback Loop (Cross-Functional)
- Surface actionable trends that indicate upstream operational failure points (e.g., cancellations not processed, retention backlog leading to “dispute as last resort”).
- Partner with Retention and Care teams to define minimum viable “pre-dispute” interventions and handoff criteria.
This role is not:
- A general customer support role responsible for ongoing ticket ownership or broad patient communications.
- A substitute retention function accountable for saving at-risk customers at scale.
- The owner of cancellation processing or fulfillment operations (though this role will highlight failure points and required fixes).
- A catch-all “backlog absorber” for work that belongs to other functions.
Qualifications
Required
- Experience managing payment disputes/chargebacks, refunds, or fraud/risk workflows in a high-volume environment.
- Strong written communication: can produce clear, persuasive, evidence-based narratives quickly.
- Operational rigor: prioritizes by deadlines and risk; maintains clean case tracking.
- Comfort navigating systems like Stripe and internal customer platforms; strong file hygiene.
Preferred
- Familiarity with card network dispute logic and evidence standards (Visa/MC/Amex) and/or processor requirements.
- Experience building dispute prevention loops (reducing chargeback rate by improving upstream workflows).
- Experience working in healthcare/telehealth environments with heightened privacy expectations.
What Success Looks Like
- Disputes are submitted on time with high-quality evidence packages and consistent narrative standards.
- TrimRx improves win rate and reduces avoidable losses.
- Dispute volume decreases over time because upstream teams receive clear, repeatable prevention signals and implement workflow fixes.
Pay: $50,000.00 - $55,000.00 per year
Benefits:
Language:
Work Location: In person