Director, EHR Implementation & Client Services

Natera

1d•Remote

About The Position

Natera is seeking a dynamic and experienced Director of EHR Implementation & Client Services to lead and execute on our enterprise EHR integration strategy. This leader will report to the VP of Product for Provider Experience & Applications, and be responsible for overseeing all customer EHR integrations. They will ensure “white glove” service before build, during build, at go-live, and post-go live so health systems can seamlessly order and result Natera’s test suite across multiple business units. This role sits at the intersection of product, engineering, client services, and commercial teams, requiring both deep technical expertise in EHR implementation and strong operational leadership. The ideal candidate brings extensive experience with Epic integrations, a proven track record managing managers, and thrives in a fast-paced, high-growth environment. This individual will also play a critical role in defining the operating model, processes, and governance needed to scale high-quality implementations while delivering an exceptional client experience.

Requirements

10+ years of experience in healthcare IT, EHR integrations, or clinical systems implementation
Deep hands-on experience with Epic integrations (specifically orders and resulting, and/or Beaker)
Willingness to obtain Epic Beaker or ambulatory certification
Proven experience leading managers and scaling organizations (team size ~20+ strongly preferred)
Strong understanding of healthcare interoperability standards (HL7, FHIR, APIs)
Demonstrated experience working closely with enterprise sales teams in pre-sales and client delivery environments
Exceptional problem-solving skills with the ability to think quickly and navigate complex, high-stakes situations
Strategic thinker with strong execution focus
Excellent cross-functional collaboration and communication skills
Customer-centric mindset with ability to influence senior stakeholders
Comfortable navigating ambiguity and driving results in evolving environments

Nice To Haves

Experience with Cerner and/or Meditech integrations
Experience with Epic Aura integrations preferred but not required
Familiarity with LIS, LIMS, and/or laboratory workflows
Experience working in high-growth, fast-paced, or startup-like environments
Background supporting enterprise health systems and complex client implementations

Responsibilities

Lead, mentor, and scale a high-performing team of ~25 analysts and project managers, including multiple layers of management
Establish clear goals, KPIs, and operating rhythms to ensure successful and timely EHR implementations
Foster a culture of accountability, collaboration, urgency, and continuous improvement
Define and implement a scalable operating model to support high-quality, repeatable EHR implementations
Establish standardized processes, playbooks, and governance to ensure consistency, efficiency, and accountability across all client engagements
Continuously refine implementation methodologies to improve speed, quality, and customer satisfaction
Drive rigor in project execution, risk management, and post-implementation support
Own end-to-end delivery of EHR integrations for order entry and result reporting across client health systems
Ensure scalability and quality of integrations across platforms including Epic, Cerner, and Meditech
Drive optimization of integration workflows to improve reliability and performance
Serve as the executive point of escalation for all customer challenges related to EHR implementations and ongoing service delivery
Actively partner with enterprise sales throughout the customer lifecycle, including pre-sales, solution design, deal support, and implementation
Engage directly with customers on a regular basis to build trust, resolve complex issues, and ensure successful outcomes
Build strong relationships with client IT, clinical, and operational stakeholders
Work closely with Sales, Product, Operations teams teams to align on roadmap, capabilities, and delivery timelines
Translate client and market needs into actionable requirements and feedback loops
Ensure alignment between EHR integrations and internal systems including LIS/LIMS and lab workflows
Drive continuous improvement in implementation timelines, quality, and customer experience
Develop reporting and dashboards to track performance, risks, and outcomes
Ensure compliance with healthcare data standards and interoperability requirements (e.g., HL7, FHIR)