Medical Assistant - AI Operations Assistant

Medical Assistant - AI Operations Associate At Basata, we’re rethinking the way healthcare practices get work done. Our AI-powered tools help automate the repetitive, time-consuming tasks that bog teams down, so staff can spend less time on admin and more time with patients. We’re a small, fast-moving team that loves building smart systems and simple, intuitive experiences. If you’re someone who gets excited about early-stage energy, designing better ways to work, and fixing what’s broken in healthcare, we’d love to connect. ABOUT THE ROLE We’re looking for a tech-savvy Medical Assistant with a strong specialty practice background to join the Partner Success Operations team. In this role, you’ll be assigned a dedicated pod of specialty clinic partners and serve as their operational backbone — owning workflow documentation, supporting implementations, sustaining post-go-live clinic operations, and coordinating the BPO agent team working on your accounts. This is a high-ownership, on-the-ground role. You will be the person who knows your assigned clinics’ workflows better than anyone — and the person who makes sure Basata’s AI tools are actually running the way they should. WHAT YOU’LL DO Workflow Documentation & Maintenance - Build and own clinic-specific workflow documentation for your assigned accounts from day one — capturing front-desk intake processes, referral handling protocols, fax routing logic, and staff escalation paths in a format the broader team can use. - Keep documentation current as workflows evolve post-go-live: version it, flag changes, and ensure the Implementation Workflow Workbook reflects ground truth across your assigned practices. - Translate messy, verbal clinic knowledge into clean, auditable process maps that support onboarding, BPO agent training, and product configuration. Implementation Support - Serve as the operational layer during active implementations — partnering with the Partner Integration team to complete go-live readiness checklists, coordinate EMR access and staff training, and surface blockers before they become delays. - Support go-live gate sign-off by confirming clinic-side workflows are documented, staff are trained, and the practice is operationally ready to go live with Emma AI Calls, Documents & Fax AI, and/or ACR - Act as the clinic-facing point of contact during the transition period, translating between what Basata’s tools do and what the clinic’s staff need to change about how they work. Ongoing Clinic Workflow Support - Own the day-to-day operational health of your assigned clinic accounts post-go-live — monitoring for workflow drift, catching edge cases the AI isn’t handling correctly, and flagging escalation-worthy issues before they surface in a review. - Conduct regular touchpoints with clinic staff to assess workflow adherence, identify friction points, and gather ground-level feedback that feeds back into product and process improvement. - Support the Growth Partner team with account-level operational context ahead of reviews, expansion conversations, and escalation paths. BPO Coordination for Assigned Accounts - Serve as the primary liaison between your assigned clinics and the BPO agent team, ensuring agents have the account-specific protocols, scripts, and escalation instructions they need to operate accurately. - Monitor BPO work product for your accounts: review queue outputs, flag accuracy issues, and work with Operations leadership to address quality gaps before they impact clinic relationships. - Ensure BPO agents are properly onboarded to any new account assigned to your pod — covering system access, EMR environment, and clinic-specific protocols — and maintain the documentation that makes that onboarding repeatable. WHAT WE’RE LOOKING FOR - Minimum 2–3 years of experience as a Medical Assistant or in a similar healthcare support role, preferably in a specialty practice setting. - Strong working knowledge of front-desk and back-office operations — referral i…