HITL Technical Support Specialist at Qventus in Location not listed

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

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.

Key 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.

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 Details

This 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.

Qventus values diversity in its workforce and proudly upholds the principles of Equal Opportunity Employment. We welcome all qualified applicants and ensure fair consideration for employment without discrimination based on any legally protected characteristics, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Qventus participates in the E-Verify program as required by law and is committed to providing reasonable accommodations to individuals with disabilities in compliance with Americans with Disabilities Act (ADA). In compliance with the California Consumer Privacy Act (CCPA), Qventus provides transparency into how applicant data is processed during the application process. Candidate information will be treated in accordance with our candidate privacy notice.

*Benefits and perks are subject to plan documents and may change at the company's discretion.

*Employment is contingent upon the satisfactory completion of our pre-employment background investigation and drug test.