Infinitus Systems, Inc.

• Review and evaluate healthcare conversations for professionalism, empathy, accuracy, and clinical safety. • Provide comprehensive feedback on conversation conduct and identify areas for improvement for AI agent capabilities. • Hours: Flexible, project-based, approximately 5-10 hours a week

• Sourcing & Selection: Identify, evaluate, and onboard third-party vendors, contractors, and suppliers that align with the company’s strategic goals and quality standards. • Contract Negotiation: Lead negotiations for contracts, pricing, terms of service, and Service Level Agreements (SLAs) to ensure cost-effectiveness and mitigate operational risk. • Performance Monitoring: Establish and track key performance indicators (KPIs) to measure vendor performance, quality of deliverables, and adherence to SLAs. • Relationship Management: Act as the primary point of contact for external partners, conducting regular business reviews, managing escalations, and resolving disputes or compliance issues. • Risk & Compliance: Ensure vendor compliance with healthcare regulations, including HIPAA, data security standards, clean-room requirements, access controls, and corrective action plans to remediate any violations. • Customer Launch Support: Support customer launches and ramp-ups by aligning vendor resource plans with training, quality expectations, and operational readiness, including vendor audits during onboarding and scaling phases. • Capacity Planning: Collaborate with workforce management, call operations, QA/QC and other operations leadership to translate the forecast into actionable cross skilling and support plans to maximize SLA delivery. Ensure that staffing aligns to forecast short-term and long-term resource needs based on project pipelines and organizational goals. • Allocation & Scheduling: Partner with other operations leaders to assign the right internal personnel and external contractors to projects based on availability, skill sets, and strategic priority. • Utilization Tracking: Monitor and report on resource utilization rates, identifying bottlenecks, over-allocations, or bench time, and proactively recommending adjustments. • Workforce Strategy: Partner with HR and Talent Acquisition to identify skill gaps and advise on the optimal mix of full-time hires versus external contractors/vendors.

• Work within customer systems to build production applications with our Studio and Lens platform ensuring that these products meet customer requirements. • Deliver technical artifacts for customers like MCP servers, sub-agents, and workflows etc that will be used in production workflows. • Provide white glove deployment support for Infinitus products in enterprise environments. • Identify and codify repeatable deployment patterns and contribute insights back to our Product and Engineering teams. • Maintain strong knowledge of the latest developments in LLM capabilities, implementation patterns, and AI product development stacks. • Define agentic best practices and guide customers through AI adoption. • Build long term relationships with customers and proactively identify new opportunities for AI deployment throughout the lifecycle of an engagement. • Be a champion for Infinitus’s mission in the field.

• Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations. • Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges. • Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers. • Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods. • Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary. • Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools. • Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy. • Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy). • Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes. • Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase. • Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules. • Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting. • Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.

• Assist the Infinitus AI system in completing complex insurance verification phone calls through our proprietary platform. • Work closely with operations and engineering teams to provide feedback that improves healthcare data collection and AI accuracy. • Ensure the quality of recorded AI outputs, identifying nuances in payer responses, pushing back as necessary to ensure accurate responses to questions. • Ensure accurate entry of information into proprietary platforms from a number of sources including but not limited to faxes, forms, or information shared verbally from callers. • Identify, document, and submit Adverse Events during interaction with callers and/or received documentation. • Consistently hit daily production and quality benchmarks by swiftly and accurately handling tasks that the AI agent cannot handle. • Participate in mandatory periodic overtime during high-volume seasons, new product launches, or system extensions to ensure zero backlog.

Help Build the Future of Healthcare AI Infinitus is AI communications in service of patients. Healthcare is inherently complex and siloed. We’re pioneering agentic communications to connect the entire system — any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources. Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It’s why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes. The Mission At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We’ve automated over 7 million calls and 100M+ minutes of conversation — saving millions of hours for patients and providers. Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we’re a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to Fast Company's World's Most Innovative Companies and Business Insider’s top startups in healthcare . At Infinitus, you will: Own enterprise accounts end-to-end : from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle Drive ongoing customer health and success : conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection Identify and convert growth/expansion opportunities : map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments Support implementation and adoption : partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding Collaborate cross-functionally : partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts Maintain strong account operations and hygiene : maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed Advocate for the customer internally : collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs Build and deepen relationships across stakeholders : from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement We are looking for someone who has: 5+ years of experience in customer success, technical account management, or consulting roles in Health Tech, or related fields. Added plus is someone who has worked with Pharmaceutical Manufacturers. Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion Track record of driving expansion, renewals, and increased utilization (i.e., not just retention, but growth within accounts) Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities Experience with CRM/CS tools and account hygiene (e.g. data tracking, billing/invoice accuracy, renewal management, usage metrics) Ability to manage multiple accounts concurrently and prioritize across tasks, while remaining detail-oriented Why This Role Is Important to Us: We sit at the intersection of healthcare and agentic AI communications -- a space where technology must meet real-world clinical, administrative, and operational demands. This role gives you the opportunity to shape how our products are adopted and used in critical environments, influence product direction, drive meaningful value for customers, and grow professionally in a high-impact, mission-driven team. Why You’ll Love It Here Please Note: the following benefits are for salaried employees Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only ) Competitive salary, equity, and 401(k) Wellness stipend & great benefits (medical, dental, vision) Generous PTO & parental leave Bi-annual offsites & a collaborative, mission-driven culture What to Expect in the Interview Process Apply & meet our recruiting team Virtual interviews to showcase your skills Final onsite loop to meet the team and get to know us better Chat with our CEO Curious to Learn More? Read our Blog to hear from Infinauts about what we’re building Discover how our company values ( CODES ) guide us Follow our CEO, Ankit Jain , for industry updates We’re building AI agents that tackle healthcare’s toughest problems and open new possibilities. Ready to join us? Let’s talk! ​​Infinitus Systems is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

• Document client requirements and create and maintain technical specifications (e.g., field mappings for Infinitus API against customer API spec). Analyze client legacy data sets to understand the impact of the data on system design as needed. • Configure the Infinitus platform in response to requirements with a best-practices mentality. Leverage structured project delivery methodology. • Establish CSV-based, API-based and other standard-based integrations with client systems like Patient Relationship Management and Electronic Medical Records etc. • Support QA, client UAT, and launch processes. • Author Knowledge Graph (KG) and related rules. • Provide support in client meetings by leveraging in-depth knowledge of our platform capabilities. • Partner with client and internal teammates to resolve technical issues/inquiries. • Act as our first line of support, owning resolution and client communication. • Manage multiple client implementations concurrently

• Lead Client Implementations & Pilots • Own the end-to-end delivery for new client integrations and solution pilots. • Translate business use cases into detailed solution plans. • Lead implementations for integrations with client systems including CRM (e.g., Salesforce), Electronic Medical Records (EMRs), and data platforms via APIs, CSVs, Smart on FHIR, and other standards • Coordinate with rest of the customer enablement, internal engineering and product teams to ensure timely, scalable integration rollouts. • Manage multiple concurrent client implementations with structured delivery methodology and clear communication. • Track milestones, risks, and deliverables to ensure predictable outcomes. • Capture learnings and contribute to continuous improvement of the implementation playbook. • Act as a consultative partner to Big Pharma, Specialty Pharmacy, Pharm Hubs, Payor and Provider clients; provide clear guidance on system capabilities, integration strategies, and best practices. • Lead technical client conversations and working sessions, representing Infinitus as a domain expert. • Support customers through design, build, QA, UAT, go-Live and hypercare cycles, proactively troubleshooting issues and ensuring client readiness for launch.