Manager, EMR Integration Support And Operations

Summary

Join Natera as the Manager of EMR Integration Support and Operations, where you will ensure the stability and high quality of our integrations. You will manage the ticketing system, collaborate with cross-functional teams to resolve issues and optimize workflows, and generate support metrics for senior management. This role requires a deep understanding of Natera's users and EMR systems, along with strong communication and problem-solving skills. Occasional travel is required (20-30%). The position involves regular handling of PHI, necessitating HIPAA/PHI privacy training and a background check. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families.

Requirements

• Minimum 3-5 years of direct work experience, including at least 1+ years of leading a production or operational support function
• Minimum 1-2 years of experience directly supporting EMR systems
• Highly organized with exceptional oral and written communication skills
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire. Must maintain a current status on Natera training requirements
• Employee must pass post offer criminal background check

Responsibilities

• Quickly develop a deep understanding of Natera’s users to deliver an outstanding user experience
• Monitor new go-lives when a new customer goes live with EMR integration. This involves creating an issues list and tracking those to resolution
• Collaborate with cross functional teams to develop and document SOPs needed for operational workflow optimization
• Manage the support ticketing system for EMR issues and work with the team to ensure adherence to SLAs
• Monitor the overall EMR ordering status and order accuracy for EMR integrated clinics from Clinic input to internal portal especially for Organ Health and Oncology orders
• Track all operational issues by BU across cross functional technical and operational teams and work with cross functional teams to find short/long term resolutions
• Handle all escalations regarding customer issues to triage and loop in required works to work through to resolution in a systematic manner
• Work with cross functional teams to reconcile orders in the Oncology and Organ Health spaces
• Act as liaison between product, clients, internal support teams, sales, and EMR & UX teams to resolve complex problems
• Critically analyze and problem solve internal technical issues with informatic platforms
• Special projects and other duties may be assigned to meet business needs
• Generate and present support metrics to senior management on a frequent basis to monitor progress

Preferred Qualifications

• Experience in acute care or ambulatory care settings is a plus
• Experience in direct management of resources is a plus

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program