Voice Agent Design Lead

Hippocratic AI

About The Position

We are hiring a Voice Agent Design Lead on a 2–3 month contract to build and ship approximately 50 production-ready voice AI agents from an existing inventory of prioritized use cases. These agents span core health plan workflows—Gap Closures, Welcome Calls, Transitions of Care—as well as payor-adjacent verticals including PBM (pharmacy benefit management), retail pharmacy, and other specialized lines of business that intersect with the payor ecosystem. You will sit at the intersection of clinical operations, payor strategy, and conversational AI. Your job is to translate complex health plan and verticalized business workflows into safe, effective, highly conversational agent scripts—and to do it fast, using AI tools to accelerate your work. Your output becomes the foundation of a scalable, reusable agent catalog that replaces our current custom-implementation model and extends our reach across the broader payor value chain.

Requirements

3+ years working within health insurance, payor, PBM, or value-based care environments.
Deep understanding of member journeys, HEDIS measures, utilization management, pharmacy benefit structures, and clinical operations.
Must be able to walk into a conversation about Gap Closures, formulary management, or care transitions and immediately understand the workflow, the stakeholders, and what drives outcomes.
Experience designing multi-turn conversational experiences or structured clinical/member-facing content.
Comfort with dialogue flow design, edge case mapping, and writing for a patient audience.
Demonstrated ability to ship at high volume in ambiguous, fast-moving environments.
Ability to translate clinical requirements into technical specs for engineers and explain AI trade-offs to clinical/business stakeholders.

Nice To Haves

Experience with LLM-based agent frameworks, prompt engineering, and tool calling patterns.
Background in product management within digital health, PBM, or payor-adjacent companies.
Direct experience with PBM operations, retail pharmacy workflows, or specialty pharmacy programs.
Familiarity with healthcare data standards (HL7, FHIR) and EHR/claims integrations.
Prior experience with IVR, chatbot, or LLM-based agents is a plus but not required—we can teach the AI tooling.

Responsibilities

Map complex health plan constraints (NCQA, HEDIS, Risk Adjustment) and verticalized business workflows (PBM formulary rules, pharmacy dispensing logic, specialty drug protocols) into logical, safe, conversational AI agent scripts.
Work from our existing agent inventory to prioritize and sequence the build based on business impact and reuse potential across clients.
Define the clinical guardrails, edge cases, and escalation paths for each agent—accounting for the distinct regulatory and operational nuances across payor, PBM, and retail pharmacy contexts.
Write and refine dialogue flows, including intent recognition, empathetic response patterns, and multi-turn conversation logic.
Leverage LLMs (e.g., Claude) as an accelerant—using AI to draft and iterate on agent scripts while applying your domain expertise to QA and tune the output.
Work closely with Engineering on prompt design, tool calling, and integration with standard healthcare data formats.
Rigorously test each agent through internal QA before handoff—running simulated conversations, stress-testing edge cases, and validating clinical safety and compliance across scenarios.
Define success criteria and acceptance standards for each agent (e.g., conversation completion rates, correct escalation behavior, clinical accuracy) so the internal team can measure post-deployment performance.
Iterate and refine agents based on internal testing feedback, peer review, and engineering integration testing prior to production deployment.
Document agent logic, guardrails, and known limitations so the internal team has what they need to monitor, maintain, and improve agents after the contract ends.
Inform the prioritization of our agent catalog by identifying which use cases have the highest reuse potential across payors, PBMs, and retail pharmacy clients.