AI Communications Quality Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a AI Communications Quality Specialist based in South Africa. This role offers an opportunity to shape how AI-powered healthcare communications interact with patients in a U.S.-focused medical environment. You will review and refine AI-generated messages to ensure they are accurate, empathetic, professional, and culturally appropriate. Rather than simply identifying mistakes, you’ll actively influence how the AI communicates and step in personally when conversations require human judgment. The role combines quality assurance, patient communication, process improvement, and hands-on use of digital platforms. It begins with detailed operational work and can evolve into a broader quality-control and oversight position as the function grows. This is an ideal opportunity for a detail-oriented, empathetic, and technology-comfortable professional who wants to build expertise at the intersection of AI and healthcare communications. 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 a