About Us
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.
Position Summary
The Prompt Engineer is responsible for refining, testing, and expanding Gifthealth’s front-line customer support AI and automation tools. This role conducts regular audits of AI implementations, improves prompt accuracy and efficiency, and develops automated test suites to ensure quality.
We are seeking a Prompt Engineer collaborate cross-functionally with Customer Service and Engineering to identify improvement opportunities, diagnose automation issues, and enhance the overall customer experience. This is a key individual contributor role that supports Gifthealth’s strategy of building critical AI capabilities in-house, ensuring alignment with organizational goals, operational excellence, and compliance standards.
Key Responsibilities
- Cleans up, improves, and optimizes existing AI prompts and workflows to reduce bloat and increase accuracy, efficiency, and customer satisfaction
- Creates and maintains a suite of automated and manual tests to ensure quality, prevents regression, and validates AI tool performance
- Conducts regular audits of current AI tool implementations and create comprehensive documentation for team members and leadership
- Audits samples of customer phone calls to verify accuracy of success rate metrics and diagnose issues with current automation tools
- Independently identifies areas for improvement in AI tools and propose strategic changes to address gaps or inefficiencies
- Works with Customer Service leadership to discover new opportunities where AI tools can reduce workload for live agents
- Collaborates with the Engineering team to request necessary API changes and new endpoints to support and enhance AI tools
Qualifications
- Education:
- Bachelor’s degree in computer science, information technology, linguistics, communications, or a related field OR 2–4 years of equivalent professional experience in prompt engineering, customer service operations, technical writing, or a closely related discipline (Required)
- Training in quality assurance, Six Sigma, or process improvement methodologies (Preferred)
- Licensure/Certification: Certifications or coursework in AI/ML, natural language processing, or prompt engineering (Preferred)
- Experience:
- 1–3 years of experience in customer service, technical support, or a user-facing operations role (Required)
- Demonstrated experience creating and improving internal procedures, workflows, or knowledge resources (Required)
- Prior experience with AI tools, prompt engineering, or conversational AI platforms (Preferred)
- Experience auditing or evaluating AI tool performance, including call monitoring or quality assurance (Preferred)
- Experience working in healthcare, pharmacy, or a regulated industry (Preferred)
- Knowledge, Skills, & Abilities:
- Knowledge of AI/LLM technologies, prompt engineering principles, and conversational AI systems; customer service operations, common customer interaction patterns, and issue resolution workflows; and quality assurance and testing methodologies for AI-driven tools (Required)
- Knowledge of advanced prompting techniques (e.g., Chain of Thought, few-shot prompting, retrieval-augmented generation); pharmacy or healthcare customer service environments; and API concepts and how AI tools integrate with backend systems (Preferred)
- Strong written and verbal communication skills, with emphasis on clear, customer-facing language skills (Required)
- Documentation and procedure development skills (Required)
- AI/automation testing frameworks and regression testing skills (Preferred)
- Technical writing and internal knowledge base development skills (Preferred)
- Ability to create, edit, and test AI prompts and automated workflows (Required)
- Ability to analyze call data, success metrics, and AI tool performance to identify issues and improvements (Required)
- Ability to work independently and self-direct priorities in a fully remote environment (Required)
- Ability to translate complex technical concepts into accessible language for non-technical stakeholders (Required)
- Ability to collaborate effectively across Engineering, Customer Service, and Leadership teams (Required)
- Ability to utilize data analysis tools for auditing call quality and metrics (Preferred)
- Ability to quickly learn and adapt to new AI technologies, tools, and techniques (Preferred)
- Ability to identify systemic issues from patterns in customer interaction data (Preferred)
Work Environment
- Location: Hybrid/Remote
- Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business.
- Regular meetings with internal Customer Service Leadership, Engineering, Product/Technology Leadership, and Quality Assurance teams. This role may also have meetings with third-party AI tool vendor representatives.
Key Essential Functions
- Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
- Must be able to work on a computer for the entire shift
- Must be able to attend virtual meetings with cross-functional teams
Employment Classification
Status: Full-time
FLSA: Exempt
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
