HITL Technical Support Specialist
Core
Monitor, quality assure, and operationally manage the Human-in-the-Loop (HITL) layer of an AI Patient Concierge solution while providing Tier 2 technical support for post-go-live healthcare clients.
Role type
Senior IC HITL Technical Support Specialist
Builds
AI Operational Assistant (Patient Concierge) and Perioperative Care Coordination (PCC) solutions for hospitals
Domain
Healthcare technology / AI operations / SaaS
Deliverable
production ML models | product features | dashboards & analysis
Required skills
HITL workflow monitoring, quality assurance, issue triage, root cause analysis, SQL, ETL/data pipeline concepts, SLA management, technical documentation, cross-functional collaboration
Preferred skills
Epic/Cerner EHR experience, HL7/FHIR standards, BI tools (Looker/Databricks), healthcare consulting background, clinical escalation logic
Technologies
SQL, ETL, HL7, FHIR, Looker, Databricks, Epic, Cerner
Responsibilities
Track and monitor HITL queues, workflows, and SLAs; review HITL interactions for quality; identify trends in model misclassifications and drift; triage escalations; perform light technical work including SQL queries and log interpretation; maintain SOPs and knowledge base documentation; serve as the voice of HITL in client engagements.
Seniority
Senior, hands-on IC