Quality Assurance Specialist

MicroSourcing International; Cebu City; On-site; PHP 446,000 - 625,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is hiring a Customer Success Specialist – Human-in-the-Loop (Healthcare AI) to join our Cebu, Philippines team onsite for night shifts. You will monitor AI-generated interactions, ensure accuracy and compliance, and work closely with patients for appointments and insurance updates.

You will test scripts and AI workflows, interact with multiple healthcare platforms, and support client demonstrations while maintaining a warm, professional communication style for a US-based audience.

Qualifications

• Experience in a customer-facing or patient-facing role in healthcare.
• Fluent written and spoken English with a US-friendly communication style.
• Strong attention to detail and ability to follow SOPs and escalate as needed.
• Tech-savvy with ability to learn multiple healthcare platforms and systems.
• Full availability to work U.S. business hours (Eastern Time).

Responsibilities

• Monitor and review AI-generated calls, messages, and workflow outcomes to verify accuracy, tone, compliance, and procedural adherence.
• Intervene, correct, or escalate interactions when human judgment is needed, documenting findings to improve AI performance.
• Communicate with patients for appointment scheduling, rescheduling, and insurance updates.
• Test updated scripts, prompts, AI-agent behaviors, and workflows prior to deployment, while supporting client demonstrations and test calls.
• Navigate EHR, practice management, CRM, and AI-monitoring platforms to support patient intake, scheduling, and administrative operations.

Skills

Customer-facing experience

English fluency

Attention to detail

Tech-savvy

US business hours availability

Tools

ModMed

eClinicalWorks

Jane App

Availity

Novitas

UMR

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Specialist – Human-in-the-Loop (Healthcare AI)

Location: Cebu, Philippines

Work setup & shift: Onsite | Night shift

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Customer Success Specialist – Human-in-the-Loop (Healthcare AI), you will:

• Monitor and review AI-generated calls, messages, and workflow outcomes to verify accuracy, tone, compliance, and procedural adherence.
• Intervene, correct, or escalate interactions when human judgment is needed, documenting findings to improve AI performance.
• Communicate directly with patients in a warm, empathetic, and professional manner to assist with appointment scheduling, rescheduling, and insurance updates.
• Test updated scripts, prompts, AI-agent behaviors, and workflows prior to deployment, while supporting client demonstrations and test calls.
• Navigate EHR, practice management, CRM, and AI-monitoring platforms to support patient intake, scheduling, and administrative operations.

What You Need:

• Experience in a customer-facing or patient-facing role (e.g., healthcare administration, medical reception, contact center).
• Exceptional, fluent spoken and written English with a warm, clear, and natural U.S.-friendly communication style.
• Strong attention to detail with proven ability to follow SOPs, exercise sound judgment, and escalate issues appropriately.
• Tech-savviness with the ability to learn and navigate multiple healthcare platforms and systems simultaneously.
• Full availability to work U.S. business hours (Eastern Time zone).

Preferred skills/expertise

• Experience working in a private medical practice, healthcare contact center, or front-desk environment.
• Familiarity with EHR/practice management platforms (e.g., ModMed, eClinicalWorks, Jane App) or payer portals (e.g., Availity, Novitas, UMR).
• Experience with appointment scheduling, patient intake, or insurance eligibility verification (copays, deductibles, in-network status).
• Experience performing quality assurance, reviewing call recordings, or providing structured feedback.
• Exposure to AI-assisted customer service tools or automated healthcare workflows.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/