# AI Communications Quality Specialist | US Healthcare (EST Hours) Remote

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-08-21

**Workplace:** remote

**Department:** South Africa

## Description

**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._

## Apply

[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/47A1582A33/apply)

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