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

About this role

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 Patient Engagement Specialist (AI Quality) 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: Monitor AI-generated patient communications across multiple channels; review and adjust conversations for accuracy, quality, tone, and professionalism
Tone & Empathy Optimization: Refine AI responses to be clear, conversational, empathetic, and culturally attuned to a U.S. audience — helping actively shape how the AI communicates, not just checking it
Human Intervention & Escalation: Spot errors, inconsistencies, or complex questions; step in on nuanced conversations, gather context, and route critical details to the right team members
Patient Outreach: Send accurate messages, updates, and routine reminders per established 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
Naturally empathetic, highly detail-oriented, organized, and proactive
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.