About the RoleWe are looking for a HITL Technical Support Specialist to join our Technical Support team. In this hybrid role, you will own the day-to-day monitoring, quality assurance, and operational management of the Human-in-the-Loop (HITL) layer within our AI Operational Assistant: Patient Concierge solution, while also providing Tier 2 technical support and issue triage for post-go-live Perioperative Care Coordination (PCC) clients.
You will serve as a critical bridge between Qventus's AI platform, clinical operations, and health system customers - ensuring HITL workflows maintain accuracy, quality, and trust, while also diagnosing and resolving the technical issues that arise after go-live. The ideal candidate brings a sharp eye for operational quality, comfort with data and EHR workflows, and the communication skills to translate complex system behavior for both technical and non-technical stakeholders.
Key ResponsibilitiesHITL Monitoring & Triage- Track and monitor HITL queues, workflows, and SLAs (response times, volumes, backlog) to ensure timely human review of edge cases and AI-generated outputs.
- Review a statistically representative sample of HITL-reviewed interactions daily for quality, consistency, and slippage.
- Identify trends in HITL overrides, error types, model misclassifications, and systematic drift - surfacing actionable insights to product and R&D teams.
- Triage escalations (urgent or ambiguous cases) into appropriate workflows (clinical review, system bug, escalation to CS, etc.).
- Maintain escalation paths, decision logic rules, and guardrails in partnership with clinical, product, and operations stakeholders.
Technical Support & Issue Resolution- Provide technical support to clients on post-go-live PCC solutions, or escalate to appropriate technical teams (DI, Product, Engineering) when warranted.
- Lead root cause analysis (RCA) for recurring or high-impact issues: interpret logs, validate data pipelines, reproduce errors, and document findings.
- Perform light technical work as needed - SQL queries to validate data, review ETL/HL7 payloads, or support configuration troubleshooting in coordination with Data Integration Engineers.
- Collaborate with Data Integration, Data Engineers, Clinical Operations Consultants, and Product Specialists to identify and implement client-value-driving solutions post-deployment.
- Manage support SLAs and OLAs in accordance with contractual thresholds, keeping clients informed and escalations on track.
Operations & Process Improvement- Partner with Implementation and Support teams to monitor HITL performance metrics against contractual thresholds.
- Identify process improvement opportunities and create structured approaches to close gaps in HITL logic or support workflows.
- Maintain SOPs, escalation playbooks, decision guidelines, and knowledge base documentation for HITL operations.
Cross-Functional Collaboration & Client Engagement- Serve as the "voice of HITL" in client engagements - support issue triage, explain AI logic, and represent operational quality to health system stakeholders.
- During client go-live and hypercare, provide heightened HITL oversight, support triage surges, and manage transitions to steady state.
Risk & Quality Assurance- Proactively scan for edge cases, unexpected behavior, drift, or performance regressions in HITL logic and patient-facing AI outputs.
- Maintain documentation informing R&D of necessary decision rule or logic adjustments.
- Ensure compliance with privacy, security, and clinical governance standards across all HITL and support operations.
What We're Looking For- General familiarity with the US healthcare system - understanding of clinical workflows, EHR environments, and patient communication is a plus.
- Experience with or strong exposure to monitoring human-in-the-loop systems, quality review processes, or AI/automation operations.
- Experience in technical support, including SLA management, issue triage, and escalation coordination in a healthcare or SaaS context.
- Proficiency in SQL and comfort with ETL/data pipeline concepts; ability to run queries to validate data and support root cause analysis.
- Strong organizational skills and attention to detail - able to manage queues, track SLAs, and maintain documentation in a fast-paced environment.
- Excellent written and verbal communication skills - able to distill ambiguous technical cases and escalation rationale for both technical and non-technical audiences.
- Experience working cross-functionally with multiple internal and external teams to manage concurrent workstreams.
- Ability to operate in a fast-paced, ambiguous environment while balancing rapid iteration with quality and risk controls.
Bonus Points For- Experience with Epic, Cerner, or other major EHR systems.
- Prior exposure to HL7/FHIR data standards, or healthcare interoperability workflows.
- Experience with analytics tools such as Looker, Databricks, or similar BI platforms.
- Background in healthcare consulting, digital health, or health system operations.
- Familiarity with clinical escalation logic, patient engagement platforms, or regulated healthcare environments.
- Experience working with clinical and/or process improvement consultants.
Engagement DetailsThis is a full-time contract engagement with potential for a weekend on-call schedule.
- Expected weekly hours: ~40, with flexibility during go-live or hypercare periods.
- You will be onboarded by the Delivery Implementation team and given access (with appropriate permissions) to HITL tooling, logs, dashboards, and system documentation.
- Performance will be measured along dimensions such as: HITL backlog metrics, error/override rates, time-to-triage, support SLA adherence, throughput, impact of process improvements, and stakeholder satisfaction.
