Partner Operations ManagerFull-Time | Tempe, AZ
About the RoleThe 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 DoManage 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
