Title: Lead, EMR Support Analyst

Location: Remote, USA

About the Company:

Driven by the passion for elevating the science and utility of genetic testing, Natera is committed to helping families identify and manage genetic diseases. Natera is a rapidly-growing diagnostics company with proprietary bioinformatics and molecular technology for analyzing DNA. Our complex technology has been proven clinically and commercially in the prenatal testing space and we are actively researching its applications in the liquid biopsy space for developing products with oncology applications. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

About the job:

The Lead EMR Support Analyst serves as the technical lead within the EMR Support organization, responsible for guiding complex investigations, coordinating high-priority escalations, and supporting operational governance for Natera’s EMR integrations. 

This role combines advanced technical expertise with operational leadership, ensuring the EMR Support team effectively manages integration health, escalations, and cross-functional issue resolution across EMR systems, HL7 interfaces, LIMS, Salesforce, Portal, and laboratory platforms.

The Lead Analyst works closely with the Manager of EMR Systems Operations and Support to drive operational priorities, mentor analysts, and ensure consistent processes across EMR Support initiatives including integration audits, HyperCare programs, and enterprise EMR issue remediation efforts. 

This position plays a critical role in ensuring Natera’s EMR integrations remain stable, scalable, and aligned with evolving customer and operational needs. 

What you will do:

• Serve as a technical lead and escalation authority for complex EMR integration issues and enterprise customer escalations. 

• Guide analysts in troubleshooting complex cross-system issues involving EMR platforms, HL7 interfaces, LIMS, Salesforce, and other internal systems. 

• Coordinate investigation and resolution of high-visibility issues impacting customer integrations, order workflows, and result reporting. 

• Support operational governance initiatives including EMR integration audits, historical remediation efforts, and HyperCare programs for strategic accounts. 

• Proactively monitor integration health metrics and issue trends to identify systemic risk and recommended improvements. 

• Partner with Product, Engineering, Implementation, Customer Success, Sales, and Laboratory Operations to drive resolution of cross-functional integration challenges. 

• Assist the EMR Support Manager in prioritizing work streams aligning team resources with organizational priorities. 

• Mentor and provide technical guidance to EMR Support analysts to strengthen troubleshooting capabilities and knowledge sharing across the team. 

• Develop and maintain documentation of support workflows, escalation procedures, and integration troubleshooting standards. 

• Contribute to development of operational dashboards and reporting that provide leadership visibility into EMR integration performance and issue trends. 

• Support high-priority or after-hours escalations when required. 

• Ensure strict adherence to HIPAA and PHI handling standards. 

Qualifications:

• Bachelor’s degree in Clinical, Informatics, Computer Science, Information Systems, Business Computer Systems, or commensurate experience.

• Minimum 6+ years of experience in healthcare IT, EMR integrations, or clinical systems support

• Experience supporting complex healthcare integrations or EMR environments.

• Supervisor experience is preferred, but not required. 

• EMR Analyst Certification preferred but not required EMR (training will be provided)

Knowledge, skills and abilities:

• Advanced knowledge of healthcare IT systems and EMR integrations

• Experience troubleshooting HL7 interfaces and cross-system data flows

• Strong leadership and mentorship capabilities

• Ability to coordinate complex investigations across multiple teams

• Excellent analytical, problem-solving, and decision making skills

• Strong communication skills with both technical and non-technical stakeholders

• Experience in healthcare, diagnostics, or biotech environment preferred

• Ability to manage competing priorities in a fast-paced environment