Patient Engagement Specialist – AI Quality

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

📋 Description

• AI Oversight & Quality Assurance: Oversee AI-generated communications with patients across various platforms; assess and modify interactions for precision, quality, tone, and professionalism.

• Tone & Empathy Optimization: Enhance AI replies to ensure they are clear, conversational, empathetic, and culturally relevant for a U.S. audience — actively participating in shaping AI communication rather than merely reviewing it.

• Human Intervention & Escalation: Identify errors, discrepancies, or intricate inquiries; engage in nuanced discussions, collect context, and direct essential information to the appropriate team members.

• Patient Outreach: Dispatch accurate messages, updates, and routine reminders following established protocols.

• Documentation & Support: Assist in developing and maintaining support documentation and materials aimed at patients.

• Systems & Platform Adaptation: Collaborate with both Airtable and the client's proprietary in-house application, which is presently undergoing migration — anticipate working across both systems until fully transitioned to the native app.

• Process Improvement & Reporting: Partner with internal teams to identify messaging patterns, categorize information, and recommend enhancements to AI functionality and workflow.

• Compliance & Service Levels: Maintain meticulous records of patient interactions according to healthcare regulations while adhering to service level agreements (SLAs) — prioritizing quality over rapid response times.

⛳️ Requirements

• Between 6 months to 1 year of experience within the U.S. healthcare sector is preferred (experience with EHR systems or healthcare administration is a plus).

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

• Naturally empathetic, detail-oriented, organized, and proactive.

• Proficient in computer use, with strong skills in Microsoft Office (Outlook and Word; advanced Excel skills are not required).

• Demonstrated ability to work autonomously in a fast-paced remote setting, effectively navigating multiple databases and digital tools.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and advancement.

• Flexible working environment supporting work-life balance.