Operations AI Analyst (Healthcare)

TL;DR

Operations AI Analyst (Healthcare): Managing and optimizing the operational performance of member-facing AI virtual assistants with an accent on quality assurance, compliance, and member experience. Focus on validating AI interaction outcomes, documenting operational workflows, and executing UAT to ensure safe and scalable AI releases.

Location: Remote (USA), with occasional travel to headquarters in Chattanooga, TN

Company

A leading healthcare insurance provider serving members in Tennessee.

What you will do

• Oversee daily operations of AI-enabled member service processes across multiple channels.
• Monitor and review AI interaction outcomes to ensure accuracy, quality, and compliance.
• Analyze escalations and exceptions to identify risks and surface improvement opportunities.
• Document business and functional requirements, including workflows, user stories, and acceptance criteria.
• Lead user acceptance (UAT) and regression testing to validate operational readiness of AI releases.
• Produce clear operational documentation, standard work, and runbooks for cross-functional partners.

Requirements

• Must be based in the USA; sponsorship is not available for this role.
• Bachelor’s degree or 4 years of professional experience in a corporate environment.
• 3-4 years of experience in service operations, operations analysis, quality, or contact center environments.
• Proven ability to translate complex operational processes into structured documentation.
• Experience supporting testing activities and validating operational readiness.
• Proficiency with Microsoft Office tools, including CoPilot.

Nice to have

• Healthcare industry experience, specifically with Medicare and Medicaid programs.
• Knowledge of Star Ratings programs and initiatives.
• Experience supporting or optimizing AI-enabled user experiences.

Culture & Benefits

• Culture of innovation where the responsible use of AI-enabled tools is encouraged.
• Collaborative environment working with IT, Analytics, and vendor teams.
• Flexible remote work arrangement with occasional travel to the main office.