AI Communications Quality Specialist | US Healthcare (EST Hours) Remote
TypeFull-time job
LocationSouth Africa
Posted3 hours ago
ISTA Personnel Solutions is a fast-growing BPO delivering top-tier operational support to U.S.-based companies. We're not a recruitment agency — we operate as a dedicated extension of our clients' teams.
We're currently hiring a perceptive, proactive, and tech-savvy AI Communications Quality Specialist to join an exciting, forward-thinking medical campaign supporting a U.S.-based healthcare business.
In this role, you'll oversee and refine AI-generated communications between patients and the healthcare team. The AI handles the bulk of the messaging, but you'll review, correct, and shape it — not just monitoring for errors, but actively influencing how the AI "speaks" to patients, so it reads as natural, empathetic, and culturally appropriate for a U.S. audience. You'll step in personally whenever a conversation needs a human touch.
This is a long-term role with genuine growth potential. It starts out process-heavy and hands-on, evolving into an oversight and quality-control function — and as the business scales, there's a clear path toward a leadership position managing others doing the same work.
PLEASE NOTE
Working Hours: Monday–Friday, 14:00–23:00 SAST (subject to daylight savings).
Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
Power Backup: A reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
Work Environment: Fully remote.
Key Responsibilities
AI Oversight & Quality Assurance: Review AI-generated patient messages across multiple channels, checking each interaction for accuracy, tone, and professionalism before or as it reaches the patient.
Shaping AI Tone & Empathy: Adjust and coach AI responses so they come across as warm, clear, and culturally natural to a U.S. patient base — an active hand in how the AI "sounds," not a passive check.
Stepping In When It Matters: Catch errors, gaps, or complex patient questions early; take over sensitive conversations directly, gather the right context, and loop in the correct team member.
Direct Patient Communication: Send routine updates, confirmations, and reminders accurately and on schedule, following approved workflows.
Documentation & Support: Help create and maintain patient-facing support documentation and materials.
Systems & Platform Adaptation: Work across Airtable and the client's proprietary in-house application, which is currently mid-migration — expect to operate across both platforms in the near term before the team moves fully onto the native app.
Process Improvement & Reporting: Work with internal teams to spot messaging trends, categorize information, and suggest improvements to AI performance and workflow.
Compliance & Service Levels: Keep meticulous records of patient interactions in line with healthcare policy, while meeting SLAs — with quality prioritized over raw speed.
Requirements
6 Months – 1 year of experience in the U.S. healthcare industry preferred (EHR systems or healthcare admin experience a plus)
Excellent English communication skills, with the ability to handle sensitive and nuanced conversations professionally.
Empathetic by nature, sharp attention to detail, organized, and self-driven.
Computer literate, proficient in Microsoft Office (Outlook and Word; no advanced Excel required).
Proven ability to work independently in a fast-paced remote environment, navigating multiple databases and digital tools.
If you have not been contacted within 14 working days, please consider your application unsuccessful.
Originally posted on Himalayas
We're currently hiring a perceptive, proactive, and tech-savvy AI Communications Quality Specialist to join an exciting, forward-thinking medical campaign supporting a U.S.-based healthcare business.
In this role, you'll oversee and refine AI-generated communications between patients and the healthcare team. The AI handles the bulk of the messaging, but you'll review, correct, and shape it — not just monitoring for errors, but actively influencing how the AI "speaks" to patients, so it reads as natural, empathetic, and culturally appropriate for a U.S. audience. You'll step in personally whenever a conversation needs a human touch.
This is a long-term role with genuine growth potential. It starts out process-heavy and hands-on, evolving into an oversight and quality-control function — and as the business scales, there's a clear path toward a leadership position managing others doing the same work.
PLEASE NOTE
Working Hours: Monday–Friday, 14:00–23:00 SAST (subject to daylight savings).
Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
Power Backup: A reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
Work Environment: Fully remote.
Key Responsibilities
AI Oversight & Quality Assurance: Review AI-generated patient messages across multiple channels, checking each interaction for accuracy, tone, and professionalism before or as it reaches the patient.
Shaping AI Tone & Empathy: Adjust and coach AI responses so they come across as warm, clear, and culturally natural to a U.S. patient base — an active hand in how the AI "sounds," not a passive check.
Stepping In When It Matters: Catch errors, gaps, or complex patient questions early; take over sensitive conversations directly, gather the right context, and loop in the correct team member.
Direct Patient Communication: Send routine updates, confirmations, and reminders accurately and on schedule, following approved workflows.
Documentation & Support: Help create and maintain patient-facing support documentation and materials.
Systems & Platform Adaptation: Work across Airtable and the client's proprietary in-house application, which is currently mid-migration — expect to operate across both platforms in the near term before the team moves fully onto the native app.
Process Improvement & Reporting: Work with internal teams to spot messaging trends, categorize information, and suggest improvements to AI performance and workflow.
Compliance & Service Levels: Keep meticulous records of patient interactions in line with healthcare policy, while meeting SLAs — with quality prioritized over raw speed.
Requirements
6 Months – 1 year of experience in the U.S. healthcare industry preferred (EHR systems or healthcare admin experience a plus)
Excellent English communication skills, with the ability to handle sensitive and nuanced conversations professionally.
Empathetic by nature, sharp attention to detail, organized, and self-driven.
Computer literate, proficient in Microsoft Office (Outlook and Word; no advanced Excel required).
Proven ability to work independently in a fast-paced remote environment, navigating multiple databases and digital tools.
If you have not been contacted within 14 working days, please consider your application unsuccessful.
Originally posted on Himalayas
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