About the job:

As the manager of EMR Integration Support and Operations, you will interact with customers and internal teams across business units to help ensure that our integrations continue to function with stability and high quality. All issues will be tracked and addressed in a timely manner. You will also be responsible for the ticketing system and work with the support team to address all tickets within stipulated SLAs. For recurring issues, you will work with the platforms, product and internal operational teams such as accessioning and customer experience to establish better processes and figure out short/long term fixes. You will create and share support related metrics with senior management as required to track progress. You will work through any escalations in a systematic fashion and work with cross functional stakeholders like sales, platform, product and customer teams to get to the root cause and next steps.

What you will do:

• 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.

• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.

• 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.

• Occasional travel required (20-30%)

You will work with PHI on a regular basis both in paper and electronic form and have access to various technologies to access PHI (paper and electronic) in order to perform the job. Due to this, you 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. You must maintain a current status on Natera training requirements. You would also be required to pass a post offer criminal background check.

Qualifications:

• 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

• Experience in acute care or ambulatory care settings is a plus. 

• Experience in direct management of resources is a plus.