HITL Technical Support Specialist
New
Q
QventusHealthcare SaaS
Remote, United StatesContractMiddle
Salary25,000 - 35,000 USD per year
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Job Details
- Required Skills
- SQLData AnalysisETLTechnical supportEHR
Requirements
- Experience in technical support including SLA management, issue triage, and escalation coordination.
- Experience with or exposure to monitoring human-in-the-loop systems, quality review processes, or AI/automation operations.
- Proficiency in SQL and familiarity with ETL/data pipeline concepts.
- Understanding of the US healthcare system, clinical workflows, and EHR environments.
- Strong organizational skills and ability to manage queues and documentation in a fast-paced environment.
- Excellent written and verbal communication skills for technical and non-technical audiences.
- Ability to operate in a fast-paced, ambiguous environment balancing iteration with quality controls.
- Experience working cross-functionally with multiple internal and external teams.
- Familiarity with Epic, Cerner, or major EHR systems (preferred).
- Exposure to HL7/FHIR data standards or healthcare interoperability (preferred).
- Familiarity with BI tools such as Looker or Databricks (preferred).
Responsibilities
- Track and monitor HITL queues, workflows, and SLAs to ensure timely review of edge cases.
- Perform daily quality audits on representative samples of HITL-reviewed interactions.
- Identify and report trends in model misclassifications, error types, and systematic drift to R&D teams.
- Triage urgent or ambiguous escalations and maintain decision logic rules.
- Provide Tier 2 technical support and lead root cause analysis for recurring issues.
- Execute SQL queries to validate data and troubleshoot ETL/HL7 payloads.
- Collaborate with internal data and clinical teams to implement client-value-driving solutions.
- Maintain SOPs, escalation playbooks, and knowledge base documentation.
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