AI Communications Quality Specialist – US Healthcare

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Evaluate AI-generated patient communications across various channels for precision, tone, and professionalism.

• Modify and guide AI responses to ensure they are warm, clear, empathetic, and culturally appropriate for U.S. patients.

• Detect errors, gaps, and intricate patient inquiries.

• Take charge of sensitive discussions directly, gather necessary context, and engage the appropriate team member.

• Dispatch routine patient updates, confirmations, and reminders accurately and punctually.

• Develop and sustain patient-facing support documentation and resources.

• Collaborate using Airtable and the client’s proprietary in-house application during the platform transition.

• Recognize messaging patterns, categorize information, and recommend enhancements to AI performance and workflows.

• Keep detailed records of patient interactions in compliance with healthcare policies.

• Achieve service-level agreements while maintaining a focus on quality over speed.

⛳️ Requirements

• 6 months to 1 year of experience in the U.S. healthcare sector is preferred.

• Experience with EHR systems or healthcare administration is advantageous.

• Exceptional English communication skills, capable of managing sensitive and nuanced discussions professionally.

• Naturally empathetic, with a keen attention to detail, well-organized, and self-motivated.

• Proficient with computers.

• Skilled in Microsoft Office, including Outlook and Word; advanced Excel skills are not required.

• Demonstrated ability to work independently in a fast-paced remote setting.

• Competent in navigating multiple databases and digital tools.

• A fixed fiber line with a minimum upload and download speed of 25 Mbps and wired Ethernet capability is essential.

• A reliable power backup is necessary to manage load shedding or outages.

• Availability to work Monday–Friday, from 14:00 to 23:00 SAST, considering daylight savings adjustments.

• Must be available to work on both South African and U.S. public holidays.

🏝️ Benefits

• Compensation for South African public holidays as per the BCEA.

• Long-term employment with real growth prospects.

• A clear trajectory towards a leadership role.