AI Conversation Designer

🕒 2 days ago

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DrFirst, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 Private Equity Round on 2024-01

Healthcare • SaaS • B2B

DrFirst is a healthcare technology company that provides medication management solutions focusing on electronic prescribing, electronic prior authorization (ePA), medication history, prescription engagement, population health management, prescription renewals, price transparency, prescription orchestration, specialty medications support, and business continuity for EHRs. Their products include E-Prescribing, EPCS (electronic prescribing for controlled substances), Backline secure messaging, and tools for streamlining prior authorizations and medication access. DrFirst serves hospitals & health systems, EHR & HIT vendors, private practices, pharmaceutical companies, and payers. The company emphasizes integration with clinical workflows, patient engagement to improve adherence, and leveraging a large medication management network in the U. S. ; they also provide system migration services and AI-assisted data transitions.

📋 Description

• Own the iPrescribe and DrFirst US customer-facing AI Bot as a product • Monitor bot containment rate, escalation triggers, conversation quality, and intent coverage • Identify bot failures and escalations and convert them into content and configuration fixes • Maintain escalation logic and routing rules with Zendesk Administration • Define and track stability benchmarks and proactively flag regressions • Own the conversation quality assurance program, including review samples, scoring standards, and review cadence • Review bot conversations for accuracy, brand alignment, and appropriateness for healthcare prescriber and pharmacist audiences • Trace quality failures to intent design, content accuracy, or configuration and route them to the appropriate fix • Provide technical diagnosis for inaccurate or unhelpful agent-facing AI suggestions • Own the AI performance view of Help Center content and identify outdated, missing, or poorly structured articles • Author and publish Help Center content changes driven by AI performance • Draft and revise content using approved AI writing tools while ensuring factual accuracy, product correctness, and brand voice • Own the content structure standard governing AI suggestion quality and share it with the Learning team • Track Help Center search performance and no-result rates and route release-driven gaps to Learning • Review release-driven article changes for AI performance impact • Build and maintain an AI performance reporting framework with Customer Operations Program Management • Report on bot containment, escalation patterns, Help Center search performance, and content gap trends • Feed AI performance data into operational reporting and the Customer Operations executive dashboard • Surface trends, anomalies, and improvement opportunities proactively • Collaborate with Customer Operations, Support Delivery, Customer Operations Program Management, Customer Training and Knowledge Management, Zendesk Administration, and the VP of Customer Operations

🎯 Requirements

• Hands on Zendesk technical proficiency, including Help Center and Guide structure, macros, triggers and automations, views and routing, and Zendesk reporting • Prepared to walk through Zendesk work personally built or configured • Demonstrated ability to use AI writing tools to produce accurate customer facing content • Ability to verify AI-generated content before publication to a prescriber or pharmacist audience • Conversation and intent design capability, including structuring intents, coverage, and dialogue flows • Hands on familiarity with at least one Zendesk AI surface: a customer facing AI bot, agent facing AI suggestions such as CoPilot or Auto Assist, or Help Center content management • Analytical mindset and ability to identify performance patterns using platform data • Strong written communication • Comfort working cross functionally without formal authority • Working knowledge of prescriber or pharmacy workflows, or prior support experience in a healthcare software environment • Experience identifying ticket drivers, escalation patterns, or bot conversation gaps in a support environment • Familiarity with Zendesk reporting and analytics, including building or interpreting dashboards reflecting AI performance metrics • Self directed learning in AI tools applied to customer service

🏖️ Benefits

• Eligible for a Discretionary Performance-based bonus • Medical, dental, and vision insurance • 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule • HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year • 100% company paid short and long-term disability, AD&D, and group life insurance • Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter • 7 paid holiday days • Employee Assistance Program • Continuing Education funds up to $1500 annually for eligible programs after 1 year of service • Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances • Remote-First company with a dynamic and flexible workplace • Professional development opportunities

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