The Phia Group’s “Phia Group Consulting” or “PGC” team is responsible for providing guidance to employers, health benefit plans, insurance carriers, brokers, claims processors, and third party administrators. This organization does everything from reviewing applicable laws to ensuring benefit plan compliance, to drafting benefit plan documents (policies). From aiding decision makers in assessing complicated scenarios to researching rules and regulations, our consultants are constantly challenged by this thrilling industry.

At The Phia Group, whose mission is to provide high quality yet affordable healthcare to American employees and their dependents, you can look forward to not only exceptional benefits for yourself but also being immersed in a company that has been named one of USA Today’s top workplaces for 2024. We believe that this distinction, which stems from the fourth annual survey co-sponsored by Energage and USA Today, reflects our unwavering commitment to upholding an internal culture of inclusivity, enjoyment, and empathy for our valued employees.

As an AI Content Curator and Administrator, you will work with two Phia proprietary systems. SoPhia is a combined chatbot and document assessment tool. The PDM (Plan Document Management) system is an application used to create, revise and house client plan documents, benefit grids and SBC’s. These systems are both used by internal Phia users as well as Phia clients.

For SoPhia, as the AI Content Curator and Administrator you will focus on improving the system’s performance and user experience by curating content and harnessing the unique capabilities of both humans and machines. You will select, organize, and prepare information to train the chatbot, monitor its performance to identify and implement improvements, analyze interactions and user data to optimize responses, troubleshoot technical issues, stay updated on industry trends and AI advancements, and collaborate with cross-functional teams to incorporate business needs into development. This role is critical for ensuring the accuracy, reliability, and effectiveness and adaptability of machine learning systems of Phia.

For PDM, there will be a focus on the use of AI to provide increased accuracy, better compliance and faster turnaround times when creating, maintaining and housing plan documents, through a user-friendly interface.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ensure Phia operations using AI align with health plan regulations, industry standards, and company policies, while collaborating with teams to maintain client-specific requirements and staying informed on relevant compliance updates.
• Maintain and update automated Phia AI system templates to ensure accuracy and relevance.
• Maintain and update the configuration of the PDM templates / checklists, ensuring execution is met with minimal errors and zero client complaints.
• Review health plan documents, agreements, and other related materials to validate chatbot interpretations.
• Inspect and examine system materials and content for accuracy and consistency between input and output materials.
• Work directly with other Phia Group Consulting members to ensure all compliance-related issues are addressed with no defects and errors and within the defined timelines required.
• Collaborate and serve as a liaison between various PGC teams and leverage internal Phia IT resources, to align responses with business needs.
• Communicate and document required improvements in the applications, templates and processes every year and develop a list of enhancements and changes required for future improvements.
• Train and fine-tune the LLM chatbot by providing feedback, curating training datasets, and adjusting prompts to improve performance.
• Identify inconsistencies, incorrect responses, and gaps in chatbot understanding, working closely with AI engineers to implement improvements.
• Monitor user interactions and analyze data to enhance chatbot effectiveness and usability.
• Gather input from PDM users to ensure the system is producing accurate plan documents.
• Stay up to date with industry regulations, health plan compliance changes, and AI advancements in natural language processing (NLP).
• Provide all testing execution as required, including but not limited to: newly developed and/or updated online materials, testing of the developed product enhancements, client template changes, annual template updates, and additional testing as required.
• Ensure that PDM Configuration SOPs are in place, followed and updated as necessary. Review all existing SOPs and consolidate where needed, develop net new when there are gaps, and ensure they are comprehensive.

Technical Skills

• Experience with chatbot development platforms, including ability to test and debug chatbot behaviors
• Experience with conversational AI testing, model training and natural language processing concepts
• Prompt engineering
• Test case development and execution
• HITL (Human in the Loop) knowledge

Experience and Qualifications

• Bachelor’s Degree or equivalent combination of education and experience.
• Proficient organizational, time management and prioritization skills.
• Strong accuracy and analytical skills as well as attention to detail.
• Proficiency with Microsoft Office Word, Excel and Outlook applications.
• Ability to listen and communicate (written and verbal) with all levels of staff, vendors and clients.
• Ability to perform at high levels in a fast paced ever-changing work environment.
• Ability to anticipate work needs and follow through with minimal direction.

The Phia Group’s Commitment to Diversity

The Phia Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Phia Group is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Working Conditions / Physical Demands

Sitting at a workstation for prolonged periods of time. Extensive computer work. The workstation may be exposed to overhead fluorescent lighting and air conditioning. Fast-paced work environment. Operates office equipment including personal computers, copiers, and fax machines.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position’s activities and requirements, the company reserves the right to modify, add or remove duties and assign other duties as necessary.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.