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About the role
Key responsibilities & impact- 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.
- 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.
- 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.
- 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
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workflow documentationprocess mappingEMR accessBPO agent trainingquality assurancefront-desk operationsback-office operationsreferral intakefax managementscheduling
Soft Skills
communicationinterpersonal skillsorganizational skillsdetail-orientedself-startertrust buildingchange managementproblem-solvingfeedback gatheringmulti-tasking