Job Description

About 100ms

About 100ms
100ms is building AI agents that automate complex patient access workflows in U.S. healthcare -- starting with benefits verification, prior authorization, and referral intake in specialty pharmacy.

We help care teams reduce delays and administrative burden so that patients can start treatment faster. Our automation platform combines deep healthcare knowledge with LLM-based agents and robust ops infrastructure.
You'll be joining a specialised team at 100ms focused on healthcare automation using AI.

Role Overview

We are looking for a Client Delivery Operations Specialist to own and run a complex operational process for a US healthcare provider office. You will work across multiple systems - the provider's internal dashboard and an AI-agent dashboard - to ensure that AI calls to patients are executed correctly and that appointment confirmations are accurately logged back into the provider's system.


In the early phase, you'll work closely with the Product Manager to design, test, and refine the ideal operational flow. Over time, you'll take full ownership of day-to-day delivery, continuous improvement, and client satisfaction.

Key Responsibilities

1. Operations Ownership & Execution

Run the end-to-end workflow for AI-driven patient outreach and appointment confirmation. Navigate multiple dashboards (provider's internal systems, AI agent platform, CRM or ticketing tools) and ensure data consistency across them. Monitor daily queues, volumes, and SLAs; proactively resolve bottlenecks or failures in the workflow. Validate that appointment confirmations are correctly logged into the provider's system in a timely manner.

2. Workflow Design & Continuous Improvement

Partner with the Product Manager to map current processes, identify gaps, and design the "ideal" delivery flow. Document standard operating procedures (SOPs), playbooks, and exception-handling guidelines. Collect feedback from clients, patients (indirectly via data/metrics), and internal teams to drive iterative improvements. Suggest product or tooling enhancements that can simplify operations and reduce manual work.

3. Quality, Compliance & Risk Management

Perform regular quality checks on AI calls, call outcomes, and dashboard entries to ensure high accuracy. Ensure all work adheres to HIPAA and relevant US healthcare data privacy and security standards (training will be provided if needed). Escalate anomalies (e.g., data mismatches, repeated call failures, system bugs) with clear documentation and context.

4. Stakeholder & Client Coordination

Serve as an operational point of contact for internal stakeholders (Product, Engineering, Client Success, Leadership). Support client onboarding and changes in scope by configuring and testing new workflows. Prepare and share operational reports: volumes, success rates, exceptions, and improvement initiatives.

5. Reporting & Analytics

Track and report key metrics such as call completion rates, confirmation rates, turnaround times, and error rates. Use data to identify trends, root causes, and opportunities for process or product optimisation.

Requirements

Experience in US healthcare operations (provider office, RCM, care coordination, scheduling, or contact centers). Familiarity with HIPAA or other healthcare compliance frameworks. Exposure to AI/automation tools, call center platforms, or workflow orchestration tools. Experience working closely with Product / Engineering teams on ops or product improvements.

Behavioral Competencies

Ownership mindset and comfort taking responsibility for outcomes. Process- and systems-thinking: able to understand how different tools and steps connect in an end-to-end flow. Problem-solving attitude: can deep-dive into issues, propose solutions, and see them through. Adaptability and learning orientation in a fast-changing, product-led environment.

What We Offer

Opportunity to shape an emerging AI-driven operations workflow in US healthcare. Close collaboration with Product and cross-functional teams. A culture that values ownership, transparency, and continuous improvement.


We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.