EverHealth - AI Quality and Content Specialist (Remote, US)
About The Position
EverHealth, a business within EverCommerce, provides modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting. EverHealth consists of five SaaS products; DrChrono, iSalus, CollaborateMD, Updox, and MDTec, combined these products offer end to end solutions for the health care industry. We are seeking an AI Quality & Content Specialist to ensure the accuracy, reliability, and continuous improvement of our AI support experience. This role will act as the quality gatekeeper; identifying risks, improving performance, and building trust in AI across both customers and internal teams. This person will also own the ongoing auditing and governance of the knowledge and source content powering AI experiences to ensure outputs remain accurate, trustworthy, and operationally effective.
Requirements
- Must be eligible to work without sponsorship
- Reduction in AI error rate / false positives
- Improved AI CSAT and containment rate
- Increased AI trust score
- Increased adoption of the AI channel
- Faster identification of content gaps
- Established QA framework for AI governance
Responsibilities
- Audit AI-generated responses across: Chat, Cases, Self-service flows
- Identify: Hallucinations and reduce “assumed resolves”, Incomplete answers, Compliance risks
- Score AI performance against defined QA frameworks
- Audit and validate the knowledge content, workflows, and source materials leveraged by AI systems to ensure responses remain accurate, comprehensive, compliant, and aligned with current product functionality and support policies.
- Identify outdated, conflicting, incomplete, or low-confidence content that may negatively impact AI-generated responses and customer experience.
- Establish ongoing content governance processes to maintain AI readiness across help center articles, macros, internal documentation, and workflow logic.
- Analyze why AI fails: Content gaps, Poor prompt handling, Edge cases
- Provide actionable insights to: Content Strategist, Head of Support
- Create a feedback loop with Product and Engineering and serve as the voice of the customer
- Build and maintain dashboards tracking: Resolution accuracy, Escalation drivers, Customer sentiment (AI vs human)
- Surface trends and recommend improvements
- Partner with stakeholders to: Retrain AI, Improve knowledge content, Adjust workflows and guardrails
- Help establish a closed-loop AI optimization system.
- Partner with Content, Product, Engineering, and Support stakeholders to continuously optimize and maintain AI source content quality.
- Create scalable auditing mechanisms to proactively identify content gaps, stale documentation, and areas where AI confidence or resolution quality declines.
- Help define standards for AI-consumable knowledge design to improve answer consistency, containment, and customer trust.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
