Natera · 6 hours ago

Manager, EMR Integration Support and Operations

US Remote

Full-time

Remote

Mid, Senior Level

$114K/yr - $143K/yr

3+ years exp

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BiotechnologyGenetics

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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.

Qualification

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EMR systems supportOperational support managementTicketing system managementHIPAA compliance trainingCross-functional collaborationAcute care experienceAmbulatory care experienceDirect management experience