Senior Clinical QA Specialist, AI at BetterHelp

BetterHelp is developing safe and effective AI tools to support members and clinicians throughout the mental health journey. The Clinical Quality and AI Team combines strategy, quality assurance, and clinical product expertise to drive clinical excellence across the organization.

As the Senior Clinical QA Specialist, AI, you will help ensure that AI features and outputs meet clinical safety, accuracy, ethical, and regulatory standards while contributing to BetterHelp's long-term AI strategy.

You will lead the AI Clinical Quality Assurance program by developing clinical standards, evaluation rubrics, testing protocols, monitoring systems, and review processes. You will also identify risks, establish escalation pathways, evaluate AI-generated outputs, and translate findings into actionable improvements across AI products and workflows.

The ideal candidate combines hands-on mental health care experience with familiarity with AI applications, particularly in telemedicine and digital health. You should be committed to clinical quality, comfortable working in a fast-moving environment, and passionate about improving therapeutic outcomes through safe, innovative technology.

Key Responsibilities

Clinical AI Quality Assurance

• Develop, implement, and refine quality assurance frameworks for AI tools, including testing protocols, evaluation rubrics, monitoring systems, and review processes.
• Conduct pre-production and post-production evaluations and audits of AI outputs to assess clinical safety, accuracy, bias, and alignment with therapeutic, ethical, and regulatory standards.
• Review AI-related escalations from therapists, clients, and customer-facing teams, identifying recurring patterns, assessing severity, and determining appropriate escalation pathways.
• Analyze QA findings and trends to produce clear, actionable Clinical AI QA reports.
• Recommend improvements to AI features, model behavior, prompts, safeguards, and workflows based on evaluation results.

Clinical Risk Assessment and Escalation

• Develop and maintain clinical AI risk assessment and escalation pathways in partnership with Legal, Compliance, Clinical Operations, and other cross-functional teams.
• Help define issue severity levels, escalation thresholds, response protocols, and processes for tracking issues through resolution.
• Assess new and evolving AI capabilities to identify potential failure modes and clinical risks.
• Recommend appropriate safeguards to support adherence to clinical, ethical, privacy, and regulatory expectations.
• Help ensure AI systems respond appropriately to sensitive mental health situations, including crisis-related scenarios.

Reporting and Cross-Functional Collaboration

• Communicate QA findings, emerging risks, and improvement recommendations to relevant product, engineering, clinical, and operational partners.
• Translate clinical expertise into practical guidance that informs AI product development and operational decision-making.
• Collaborate with cross-functional teams to improve AI quality, safety, and effectiveness throughout the product lifecycle.
• Balance thorough clinical evaluation with efficient execution in a fast-paced, data-driven environment.

Research and Continuous Improvement

• Stay informed about emerging AI quality assurance methods, evaluation tools, research, and industry best practices relevant to healthcare and mental health.
• Incorporate relevant advances into BetterHelp's clinical AI QA approach.
• Contribute to research studies and evaluations related to AI efficacy, safety, quality, and emerging assessment methodologies.
• Support Clinical Department initiatives, including office hours, newsletters, and other team programs as needed.
• Represent BetterHelp at external events, webinars, presentations, and conferences when appropriate.

What We're Looking For

The successful candidate will bring a strong clinical foundation, sound analytical judgment, and an interest in advancing mental health care through responsible AI innovation.

Required Qualifications

• A master's degree or doctorate in counseling, psychology, social work, or a related clinical field.
• A clinical background in mental health, such as psychotherapy, telemedicine, digital mental health, or related care settings.
• Knowledge of emerging AI regulatory frameworks and best practices for AI in mental health, including crisis response models and digital escalation workflows.
• Experience working with AI, technology, or data science applications in healthcare settings.
• Knowledge of quality assurance, auditing, and compliance processes, including privacy, security, and confidentiality standards in mental health care.
• Strong communication skills, with the ability to translate clinical expertise into clear operational guidance and product recommendations for AI systems.
• Strong analytical, critical-thinking, and problem-solving skills.
• Experience collaborating effectively with cross-functional teams.
• A growth mindset, curiosity, and a commitment to advancing mental health care through safe and innovative technologies.
• A broad understanding of evidence-based therapeutic approaches and current clinical trends.

Preferred Qualifications

• Specialized degrees, certifications, or training in artificial intelligence.
• Familiarity with large language model (LLM) evaluation methods or direct experience evaluating AI systems, including reviewing and annotating AI outputs to support model improvement.
• A background in data analytics or research.
• The ability to learn new technologies and processes quickly with minimal direction.

Work Arrangement and Travel

This is a remote position, and candidates across time zones are welcome to apply. BetterHelp operates on Pacific Standard Time (PST).

Employees are expected to travel to the company's San Jose, California, office up to three times per year, in addition to attending one company-wide offsite. These in-person gatherings support collaboration, team bonding, and stronger working relationships.

Travel expenses are covered, and reasonable accommodations are available for employees who face unique circumstances that prevent them from traveling.