Basata is a healthcare company that automates referral intake and patient scheduling for specialty practices using document processing and AI voice agents.
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 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. From early product decisions to UI details, you'll play a big role in crafting both the code and the overall user experience. - High ownership. Join a team where you’re trusted to lead, build, think critically, and bring ideas to life. - Work with purpose. We’re not here to throw more tech at the wall, we're solving real problems in healthcare with tools that people rely on every day. Our Core Values - Find a way: We own outcomes—no excuses, no shortcuts. When obstacles appear, we remove them. When the path isn’t clear, we forge one. We take extreme ownership, stay scrappy, and do what it takes to get the job done. Whatever the challenge, we find a way. - Dream big: We refuse to accept that healthcare has to be broken. We dream boldly and act deliberately to build a future where healthcare organizations are free to focus on what truly matters: caring for people. We challenge what’s po