HC Data Annotation

About the Role

We are looking for a detail-oriented Healthcare Conversation Annotation Specialist to support healthcare-focused AI and conversational intelligence initiatives. The role involves annotating healthcare customer-service interactions, classifying customer intents, identifying healthcare entities, validating conversational content, and evaluating AI-generated responses for accuracy, relevance, and quality. The candidate will work with healthcare-related voice calls, chats, emails, service tickets, and portal messages to create high-quality annotated datasets that support AI model training, evaluation, and continuous improvement.

Key Responsibilities

• Annotate healthcare customer-care interactions across voice calls, chats, emails, service tickets, and portal messages.
• Identify and label customer requests, agent responses, resolutions, follow-up actions, and escalation reasons.
• Identify primary, secondary, and multiple intents in complex or multi-topic conversations.
• Label conversation stages and distinguish between customer queries, agent actions, resolutions, and pending follow-ups.
• Transcribe and validate relevant portions of voice interactions in accordance with approved annotation guidelines.
• Normalize informal, incomplete, or conversational language without altering the original meaning or context.
• Classify customer intents and sub-intents using approved healthcare taxonomies.
• Identify the underlying purpose of customer interactions, including queries related to claims, benefits, eligibility, authorizations, billing, providers, and pharmacy benefits, where applicable.
• Distinguish between similar intents based on conversational context and customer requirements.
• Identify workflow stages, unresolved issues, escalation triggers, and required follow-up actions.
• Apply annotation guidelines consistently to maintain accuracy and standardization.
• Identify and label relevant healthcare entities and terminology within customer interactions.
• Recognize relevant entities associated with healthcare members, providers, claims, benefits, medications, authorizations, services, and other domain-specific information, as applicable to the approved taxonomy.
• Ensure accurate entity identification while preserving the original context and meaning.
• Handle sensitive healthcare information in accordance with applicable privacy, security, and client requirements.
• Evaluate AI-generated responses for accuracy, relevance, completeness, clarity, and readability.
• Assess whether responses adequately address the customer's stated intent and requirements.
• Identify incorrect, incomplete, irrelevant, ambiguous, or potentially misleading responses.
• Flag inconsistencies, quality issues, and deviations from approved response guidelines.
• Document evaluation findings and provide structured feedback to support AI model improvement.
• Follow established annotation guidelines, quality standards, and project-specific workflows.
• Maintain accurate annotation records, spreadsheets, quality trackers, and productivity reports.
• Identify recurring annotation errors, ambiguous cases, and process gaps.
• Escalate complex or unclear cases to the appropriate quality or subject matter expert.
• Support quality reviews, feedback incorporation, and continuous improvement initiatives.
• Maintain strict confidentiality while handling sensitive healthcare and customer information.
• Follow client-specific data protection, information security, and privacy procedures.
• Ensure that annotations and documentation comply with approved operational and quality standards.

Requirements & Tech Stack

• Healthcare domain knowledge and understanding of healthcare terminology.
• Experience in one or more healthcare processes, such as payer operations, member services, claims, prior authorization, provider services, pharmacy benefits, medical billing, or care management.
• Strong written comprehension, analytical thinking, and interpretation skills.
• Ability to classify customer intents, sub-intents, and multiple intents within complex conversations.
• Ability to follow detailed annotation guidelines and maintain consistent labeling accuracy.
• Strong attention to detail and ability to evaluate AI-generated responses.
• Documentation, quality tracking, and issue-escalation skills.
• Proficiency in spreadsheets, web-based tools, and quality trackers.
• Ability to handle confidential and sensitive healthcare information.
• Healthcare payer and provider operations, Member and customer services, Claims processing and claims inquiry handling, Eligibility and benefits verification, Prior authorization, Provider services, Pharmacy benefits, Medical billing and revenue cycle management, Care management and healthcare contact-center operations, Healthcare terminology and workflows, Healthcare conversation annotation, Workflow classification, Voice transcription and transcription validation, Customer request and agent response labelling, Resolution, follow-up, and escalation tagging, AI-generated response evaluation, Microsoft Excel and spreadsheet-based annotation, Quality trackers and documentation tools, Annotation accuracy and consistency.

Qualifications

• Bachelor's degree or equivalent relevant experience in Healthcare, Life Sciences, Nursing, Pharmacy, Health Information Management, Business Administration, or a related discipline.
• Relevant healthcare, medical coding, health information management, clinical documentation, or data annotation certifications (Good To Have).
• Certifications or training in data quality, AI/ML data annotation, or healthcare privacy and compliance (Good To Have).