Conversational Analyst

Transform9 is at the forefront of revolutionizing healthcare access through advanced AI. Our mission is to ensure that every patient interaction is efficient, reliable, and empathetic, transforming the often-frustrating experience of contacting healthcare providers.

We develop sophisticated AI agents designed to handle the high volume of calls for physician practices. These agents seamlessly integrate with existing Electronic Health Record (EHR) and practice management systems, effectively scheduling appointments, routing callers, and resolving routine inquiries around the clock. By automating these critical functions, Transform9 significantly reduces patient wait times and frees up front-office staff to focus on more complex tasks.

Our AI agents have already managed millions of patient calls, demonstrably cutting average hold times by 90% and decreasing call abandonment rates by 80%. Headquartered in Birmingham, Alabama, Transform9 is experiencing rapid growth as healthcare providers seek innovative solutions to enhance patient engagement and operational efficiency.

Transform9 is dedicated to enhancing patient access to care by developing intelligent AI agents that manage high-volume communications for healthcare practices. We are seeking a skilled Conversational Analyst to join our remote team and play a pivotal role in refining the quality and effectiveness of our AI-driven conversations.

In this critical role, you will analyze de-identified patient call transcripts and agent interactions to pinpoint areas for improvement, identify friction points, and uncover opportunities to enhance the patient experience. You will be responsible for defining and tracking key conversation quality metrics, such as containment, resolution, and patient satisfaction.

Your work will directly influence the design and refinement of conversation flows, prompts, and agent responses in close collaboration with our product and engineering teams. You will also build and maintain taxonomies for intents and call outcomes, and conduct both qualitative and quantitative analyses to prioritize improvements that yield the greatest impact.

This position offers the flexibility of remote work within the United States, with a hybrid option available for those in the Birmingham, AL area. If you are passionate about improving healthcare access and possess a strong analytical mindset, we encourage you to apply.

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