Director, EHR Implementation & Client Services

Location: Remote, willingness to travel
Travel Required: 20-40%

Position Summary

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 Nateras 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.

Key Responsibilities

Leadership & Team Management

• 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

Operating Model & Process Excellence

• 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

EHR Integration Strategy & Execution

• 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

Client & Stakeholder Engagement

• 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

Cross-Functional Collaboration

• 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

Operational Excellence

• 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)

Qualifications

Required Experience

• 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

Preferred Experience

• 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

Leadership Competencies

• 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