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

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-07-09

**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 **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._

## Apply

[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/E680F4BE9B/apply)

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