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.

Responsibilities

• Workflow Documentation & Maintenance
• Build and own clinic-specific workflow documentation for your assigned accounts from day one
• Capture 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
• Partner 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
• As the clinic-facing point of contact during the transition period, translate 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
• Monitor for workflow drift, catch edge cases the AI isn’t handling correctly, and flag 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
• Ensure 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

Qualifications

Not specified

Skills

• Strong organizational and attention to detail skills
• Ability to work independently and manage multiple projects simultaneously
• Experience with electronic health records (EHR) systems
• Strong communication and interpersonal skills
• Ability to translate complex processes into clear, actionable steps
• Comfortable working with AI tools and BPO support teams

Benefits

Not specified

Pay

Competitive salary commensurate with experience

Schedule

Flexible schedule to accommodate clinic visits