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Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call.
Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works.
Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast.
About the role
Transform9's voice agents succeed or fail on the quality of their conversations. The Conversational Analyst studies how patients and agents actually talk — analyzing real call data to find where agents excel, where they break down, and how to make every interaction faster, clearer, and more human. You'll turn conversation data into the insights and design changes that improve agent performance across thousands of practices.
What you'll do
- Analyze deidentified patient call transcripts and agent interactions to identify failure points, friction, and opportunities to improve
- Define and track conversation quality metrics — containment, resolution, escalation, and patient experience
- Design and refine conversation flows, prompts, and agent responses in partnership with product and engineering
- Build and maintain taxonomies for intents, call types, and outcomes
- Run qualitative and quantitative analysis to prioritize the improvements with the biggest impact
- Partner with the Core Platform team to translate findings into agent behavior changes
- Monitor agent performance after changes ship and measure their impact
- Surface trends and recommendations to product and leadership
Location
Remote (US). If you're in the Birmingham, AL area, this role is hybrid from our office (3 days in office / 2 remote).
Requirements
- 3+ years in conversation design, linguistics, data analysis, or a related analytical role
- Strong analytical skills — comfortable working with transcripts, structured data, and metrics
- Strong understanding of natural language, dialogue, and how people communicate
- Ability to translate qualitative observations into concrete design recommendations
- Excellent written communication and attention to nuance
- Comfort working with product and engineering teams in a fast-moving environment
Nice to have
- Experience with conversational AI, chatbots, voice assistants, or LLM-based products
- Familiarity with healthcare, patient communication, or contact-center environments
- Experience with SQL, Python, or data analysis and visualization tools
- Background in linguistics, computational linguistics, or speech
Benefits
- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off + holidays, and paid parental leave
If you want to fix the front door of healthcare, we'd love to hear from you.
Transform9 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Note: the Transform9 team will only email you from a transform9.com email address.
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