Quality Assurance, Clinical Oversight – Voice AI Product
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Job Description
QA and clinical oversight reviewer ensuring quality in AI Voice Agent conversations for healthcare tech startup. Collaborate with product team to improve conversation scripts and monitor AI system performance.
Responsibilities:
- Review and audit call transcripts for quality and adherence to agent-specific prompts and call-handling guidelines
- Verify agents stay within non-clinical scope (no diagnosis, treatment advice, or medical interpretation)
- Monitor for safety and escalation signals (urgent symptoms, mental-health concerns, medication issues)
- Ensure compliance with HIPAA, PHI handling, and clinical safety guardrails
- Identify risks in privacy, identity verification, and information containment
- Flag unexpected behaviors, deviations, and potential safety or compliance gaps
- Give clear, actionable feedback to the product team; report trends that refine quality standards
- Collaborate with the product team to write, refine, and develop the scripts that guide our voice agents’ conversations
- Analyze patterns from conversation outcomes and call audits, and turn those insights into iterative improvements to agent scripts
- Contribute to building out the systems that create and monitor the voice agents
Requirements:
- Background as a health coach, health-coaching team lead or manager, licensed healthcare professional, or healthcare operations specialist
- Familiar with clinical safety principles, care navigation, and HIPAA compliance
- Strong attention to detail; comfortable reading high volumes of conversation data
- Excellent written and verbal communication; instructional or technical writing experience is a plus
- A user-first mindset: you anticipate how a conversational flow will land for the member, and how to design and troubleshoot it
- Adaptable and resourceful: you thrive in a fast-paced, evolving early-startup environment, dig in to learn as much as you can, and contribute from day one
- Curious about agentic AI, whether you've worked with it or want to learn it here
- Fluency in Spanish is a strong plus
- Reliable laptop and internet connection
Benefits:
- Paid, structured onboarding
- Training and calibration time are paid hours from day one
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