Medical Assistant - AI Operations Assistant

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.

Responsibilities

• 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.

Requirements

• 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 intake, fax management, scheduling, and EMR documentation.
• Proficient in electronic health records (EHR) systems; comfort with NextGen, AthenaOne/Athena Practice, ModMed, or similar platforms is a plus.
• Instinct for documentation - you don't just do the work, you write down how it works so someone else could pick it up tomorrow.
• Comfortable working alongside AI tools and BPO support teams; able to QA outputs and identify when something's off.
• Excellent communication and interpersonal skills; you build trust with clinic staff quickly and can navigate change management conversations without flinching.
• Highly organized and detail-oriented; you manage multiple accounts in parallel without dropping threads.
• Self-starter with a strong work ethic and genuine willingness to travel to clinic sites across the country.
• Why Join Basata?
• Drive real impact. Your work will help clinics run more smoothly and ensure patients get the care they need-faster and with fewer headaches.
• Shape something meaningful.

Benefits

Additional Information

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.

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