EMR Systems & Support Analyst

Title: EMR Systems and Support Analyst III

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 EMR Support Analyst III serves as a senior member of the EMR Support organization, responsible for ensuring stability, accuracy, and performance of Natera’s EMR integrations across all product lines. 

This role focuses on post-implementation integration health, advanced troubleshooting, operational governance, and resolution of complex cross-system issues spanning EMR platforms, LIMS, Salesforce, Portal, and downstream laboratory systems. The Analyst III plays a critical role in high-visibility escalations, proactive monitoring initiatives, and structured Hypercare programs for strategic or high-risk accounts. 

This position requires strong analytical capabilities, deep understanding of healthcare workflows, and the ability to independently lead investigations that impact order processing, specimen handling, result reporting, and customer experience. 

What you will do:

• Serve as a senior escalation point for complex EMR integration issues impacting order lifecycle, specimen linkage, result routing, cadence logic, and cancellation workflows. 

• Conduct advanced root cause analysis across EMR systems, HL7 interfaces, LIMS, Salesforce, and internal platforms to resolve data discrepancies and system failures. 

• Analyze and interpret HL7 messages and integration logs to troubleshoot order and result transmission errors.

• Lead detailed order to result reconciliation audits to validate data integrity and ensure accurate reporting across interconnected systems.

• Support and operationalize structured Hypercare programs for newly implemented or high-risk accounts, including KPI validation, issue trend analysis, and transition readiness to steady-state support.

• Partner cross-functionally with Product, Engineering, Implementation, Billing Data Services, Customer Success, Sales, and Laboratory Operations to drive systemic resolution for integration risks. 

• Proactively monitor integration performance metrics and identify patterns or emerging risks before customer escalation.

• Develop and maintain documentation of workflows, system dependencies, root cause findings, and remediation strategies. 

• Contribute to the development of dashboards and reporting tools that support proactive integration monitoring and executive visibility.

• Mentor and provide guidance to junior analysts within the EMR Support team.

• Maintain comprehensive case documentation in Salesforce and related systems to ensure accurate tracking and transparency. 

• Participate in high-priority or after hours escalations when required.

• Ensure strict adherence to HIPAA and PHI handling standards in all investigations and documentation. 

Qualifications:

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

• Minimum 5 years of direct experience

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

Knowledge, skills and abilities:

Customer research and survey skills – how to ask good questions, listen carefully, and synthesize information into clear customer and market needs.

• Highly organized with ability to multitask.

• Ability to collaborate and interact effectively with individuals, and influence individuals across functional areas and in team environments.

• Healthcare/Biotech industry experience – Highly preferred

• Excellent analytical and organizational skills

• Excellent oral and written communication skills

• Ability to work independently and as a team member across multiple teams

• Ability to develop, document and ensure adherence to technical standards

• Ability to independently research and perform analysis to resolve complex issues

• Ability to understand customer requirements and their impact on technical directions of a solution

• Must be self-motivated, detail-oriented and able to manage one’s own work independently in a fast-paced environment with changing priorities

• Must be able to maintain professionalism and react to customers appropriately while exhibiting the highest level of customer service

• Proficient in the use of Microsoft Office tools

• Strong understanding of healthcare business process and technology preferred

• Basic understanding of clinical workflows and terminology preferred

• Healthcare IT experience in acute care or ambulatory care settings a plus

• Working knowledge of IT solutions and interfacing a plus