01About the role
Every clinic runs differently: which scans need a referral check, which contrast questions must be asked, when a call needs a human immediately. Someone has to encode that clinical reality into the protocols our agents follow — precisely, safely, and per site. That is this role.
You’ll sit between our customers’ clinical teams and our engineers. You’ll map how a practice actually triages a booking today, design the agent protocol that reproduces it, test it against edge cases, and own it in production. When a radiographer says “the agent asked the wrong prep question for a CT KUB”, you’re the person who understands both why that matters and how to fix it.
This role is based in Melbourne because it involves regular time inside clinics — watching front desks work, sitting with practice managers, listening to real calls.
02What you'll do
- Design, build, and maintain site-specific triage protocols — modality prep rules, referral requirements, contrast and safety questions, escalation criteria.
- Run discovery with practice managers and radiographers: map current phone workflows, edge cases, and the unwritten rules every clinic has.
- Test protocols against transcripts and simulated calls before go-live; own protocol quality in production.
- Review flagged calls and near-misses, and feed corrections back into protocols and the product.
- Work with engineering on the protocol authoring tools — you are their most demanding user.
- Help define what “clinically safe” means for an administrative AI agent, and document it.
03What you'll bring
- A clinical or clinical-adjacent background — radiography, nursing, practice management, health informatics, or equivalent time working inside healthcare operations.
- Systems thinking: you can turn “it depends” from a clinician into an explicit decision tree without losing the nuance.
- Comfort with structured tools — spreadsheets at minimum; JSON/YAML configuration, SQL, or light scripting is a plus.
- Meticulous written communication — protocols are documents that must be unambiguous.
- Based in Melbourne with capacity for regular clinic visits.
04Nice to have
None of these are required — they're bonuses, not filters.
- Direct radiology experience — you know what a CT KUB is and why prep matters.
- Experience with PMS/RIS platforms (Karisma, Comrad, Voyager, Genie, Best Practice, etc.).
- Prior involvement in clinical governance, incident review, or quality & safety programs.
- Exposure to conversational AI or call-centre quality assurance.
05What we offer
- $130k–$165k AUD plus equity.
- Genuinely flexible hours built around a calm, senior team — no performative overtime.
- Hardware of your choice and a home-office budget.
- Four weeks leave plus a company-wide end-of-year shutdown.
- A seat at the table while the company is still small enough that your opinion sets direction.