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Patient Engagement Specialist (AI Quality) | US Healthcare (EST Hours | Remote)

1 week, 6 days ago
South Africa
Full-time
Entry Level
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Apply Now
ISTA Solutions

ISTA Solutions

ISTA Solutions is a one-stop outsourcing company that provides quality and cost-efficient services and solutions. They offer tailor-made workflow solutions, skilled agents dedicated to clients, global resources for comprehensive support, and a focus on...

Professional Services
251-1K
Founded 2015
View All Jobs 17

Description

  • Monitor AI-generated patient communications across multiple channels and review them for accuracy, quality, tone, and professionalism.
  • Refine AI responses to sound clear, conversational, empathetic, and culturally appropriate for a U.S. audience.
  • Step into nuanced or complex conversations, gather context, and escalate critical details to the appropriate team members.
  • Send patient messages, updates, and routine reminders according to established workflows.
  • Create and maintain patient-facing support documentation and materials.
  • Work across Airtable and the client’s proprietary in-house application during the platform migration period.
  • Collaborate with internal teams to identify messaging trends, categorize information, and recommend improvements to AI performance and workflow.
  • Maintain accurate records of patient interactions in line with healthcare policy while meeting service-level expectations.
  • Balance quality standards with operational efficiency in a fast-paced remote environment.

Requirements

  • 6 months to 1 year of experience in the U.S. healthcare industry is preferred.
  • Experience with EHR systems or healthcare administration is a plus.
  • Excellent English communication skills, especially for sensitive and nuanced conversations.
  • Strong empathy, attention to detail, organization, and proactivity.
  • Computer literacy with proficiency in Microsoft Office, especially Outlook and Word.
  • Ability to work independently in a fast-paced remote environment.
  • Comfort working across multiple databases and digital tools.
  • Fixed fibre internet with a minimum speed of 25 Mbps upload and download and wired Ethernet capability is mandatory.
  • Reliable backup power is required to handle load shedding or outages.
  • Availability to work Monday to Friday, 14:00 to 23:00 SAST, subject to daylight savings.
  • Willingness to work on both South African and U.S. public holidays.
  • Ability to continue employment under a fully remote work arrangement.

Benefits

  • Fully remote work environment.
  • Long-term role with genuine growth potential.
  • Clear path toward a leadership position as the team scales.
  • Compensation for South African public holidays in accordance with the BCEA.

Interested in this position?

Apply directly on the company website

Apply Now

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