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.

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 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.