HITL Technical Support Specialist

About the role

We 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.

Responsibilities

• HITL 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.

Requirements

• 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 d

Benefits

Additional Information

On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise. Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We're inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations. #LI-MB1

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