Partner Operations Manager

PARTNER OPERATIONS MANAGER Full-Time | Tempe, AZ ABOUT BASATA 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 The Partner Operations Manager leads the Operations unit within Basata's Partner Success Department, one of three units (alongside Growth Partner and Partner Integration) reporting to the Director of Partner Success. Operations is the connective tissue between Partner Integration (who launches new partners) and Growth Partner (who owns the ongoing relationship), and it runs two teams: the Agent in the loop and and the Documentation and Workflow Specialists team, who build and maintain the workflow documentation that keeps every partner account compliant, consistent, and easy to run. We're looking for someone who has actually built operations functions before — ideally inside a hospital or health system — and who can hold multiple teams to a high standard while translating fluently between the technical and relational sides of the business. WHAT YOU'LL DO Manage the Documentation and Workflow Specialists team - Build and scale the team so output stays high-quality and every account's documentation meets SLA - Own workflow documentation and change management — keeping current with state and federal regulations, EMR configuration, and practice-specific protocols - Understand how medical records are created, managed, and mapped, - Set standardized training, KPIs, and SLAs for documentation quality and turnaround; manage performance and account onboarding Own the department's operational backbone - Standardize SOPs across the Documentation and Workflow Specialists teams, and keep the Partner Portfolio and Team Workload trackers current - Proactively surface and fix process gaps before they recur Bridge Partner Integration and Growth Partner - Equip Growth Partners with what they need on a live account — product configuration, open issues, workflow context, BPO/documentation status — and resolve escalations that touch Partner Integration or BPO - Join GP syncs and account health reviews, flagging portfolio-wide operational patterns that need attention Manage the Agent in the Loop team - Own scheduling, coverage, and capacity across the active portfolio, plus QA review cycles, performance management, and onboarding for new accounts - Maintain operating standards (scripts, protocols, escalation thresholds) and serve as the primary contact with BPO partner leadership - Track and report KPIs (queue clearance, accuracy, escalation volume) to the Director weekly WHAT WE'RE LOOKING FOR - 5+ years in healthcare operations, client success, or implementation management — work in a speciality medical clinic in the medical records department with operational oversight - Demonstrated experience building or leading operations functions within a hospital or medical practice not just operating within someone else's processes - Experience developing workflow documentation that complies with varying state and federal healthcare regulations across a multi-state portfolio - Experience managing vendor teams and clinical or documentation support staff (Medical Assistants, workflow specialists, care coordinators) across multiple sites or clients - Familiarity with EMR systems (Epic, Athena, Modernizing Medicine, Nextech, or equivalent) and how medical records map into operational workflows - Experience owning operational playbooks, SOPs, and cross-team process documentation, including go-live/handoff coordination - Working knowledge of HIPAA and BAA requirements - Strong people management (multi-vendor, distributed teams), cross-functional coordination, and QA rigor — able to design training, set KPIs/SLAs, and know when to resolve versus escalate - Comfort operationalizing AI-driven products (voice AI, intelligent fax routing, automated call routing) NICE TO HAVE - HIMSS certification and/or PMP — strongly preferred given this role's health-information and project-management scope - Background in specialty medical practice operations (urology, cardiology, gastroenterology, ENT, or ophthalmology) - Experience at an early- or growth-stage healthcare technology company - Familiarity with Linear, Asana, or Jira, and Slack/Google Workspace - LSSYB or equivalent operations certifications WHY JOIN BASATA? - Drive real impact. Your work helps clinics run more smoothly and gets patients care faster, with fewer headaches. - Shape something meaningful. You'll play a real role in both the systems and the experience, not just execute someone else's design. - High ownership. We trust you to lead, build, and bring ideas to life. - Work with purpose. We're solving real problems in healthcare with tools people rely on every day. OUR CORE VALUES - Find a way: We own outcomes — no excuses, no shortcuts. Whatever the challenge, we find a way. - Dream big: We refuse to accept that healthcare has to be broken, and we act deliberately to build a better version of it. - Obsess over the customer: Every decision starts with empathy for the people we serve — without compromising ethics, privacy, or trust. - Always be learning: We're relentless about growth — our own and each other's — because it makes us better teammates and leaders. - Move fast, deliver excellence: Speed unlocks momentum, but only paired with precision. We test, ship, and iterate quickly, and hold a high bar.