AI Communications Quality Specialist

Accountabilities

• Review AI-generated patient communications across multiple channels, ensuring each interaction is accurate, professional, clear, and appropriate before or as it reaches patients.
• Refine and guide AI-generated responses to ensure they communicate with warmth, empathy, clarity, and cultural awareness for a U.S. patient audience.
• Identify errors, missing information, sensitive situations, and complex patient questions, taking over conversations directly when human intervention is required.
• Communicate directly with patients by providing routine updates, confirmations, reminders, and other approved communications accurately and within required timelines.
• Gather relevant context and coordinate with the appropriate healthcare or internal team members when patient situations require additional support or escalation.
• Create, update, and maintain patient-facing support documentation, resources, and communication materials.
• Work across Airtable and a proprietary internal application during an ongoing platform migration, adapting effectively as systems and workflows evolve.
• Monitor communication patterns, categorize recurring issues, and identify opportunities to improve AI performance, workflows, and patient experiences.
• Maintain accurate and detailed records of patient interactions in accordance with healthcare policies and applicable quality standards.
• Meet established service-level requirements while prioritizing communication quality, accuracy, and patient experience over simply maximizing speed.
• Contribute to continuous process improvement and, as the function develops, support broader quality-control and oversight activities.

Requirements

• 6 months to 1 year of experience in the U.S. healthcare industry is preferred, with experience using EHR systems or working in healthcare administration considered an advantage.
• Excellent written and verbal English communication skills, with the ability to handle sensitive, nuanced, and potentially complex patient conversations professionally.
• Naturally empathetic approach with strong judgment and the ability to understand when a communication requires additional human attention.
• Exceptional attention to detail, organization, accuracy, and consistency when reviewing high volumes of patient communications.
• Comfortable working with AI-generated content and digital platforms, with the ability to identify opportunities to improve both communication quality and workflows.
• Computer literacy and proficiency with Microsoft Office, particularly Outlook and Word; advanced Excel skills are not required.
• Ability to work independently in a fast-paced, fully remote environment while managing multiple systems, databases, workflows, and priorities.
• Strong adaptability and willingness to learn new tools, processes, and platforms during periods of technological change.
• Reliable approach to meeting service-level requirements while maintaining high standards of quality and professionalism.
• Willingness and ability to work Monday through Friday, 14:00–23:00 SAST, subject to U.S. daylight-saving changes.
• Availability to work on both South African and U.S. public holidays, with South African public holidays compensated in accordance with applicable employment requirements.
• A fixed fibre internet connection with minimum speeds of 25 Mbps upload and download, along with wired Ethernet capability, is mandatory.
• Reliable backup power is required to ensure uninterrupted work during load shedding or power outages.

Benefits

• Fully remote position based in South Africa.
• Monday–Friday schedule aligned with U.S. Eastern Time operations.
• Long-term opportunity within a growing AI-enabled healthcare communications environment.
• Clear potential for career progression into quality-control, oversight, and future leadership responsibilities.
• Opportunity to develop practical experience at the intersection of artificial intelligence, healthcare operations, and patient communications.
• Exposure to multiple digital platforms and evolving AI-enabled workflows.
• Opportunity to contribute directly to improving the quality, empathy, and effectiveness of patient-facing communications.
• Collaborative environment with opportunities to contribute to process improvement and operational development.
• Compensation for South African public holidays in accordance with applicable employment requirements.