EMR Success Manager

🕒 March 4

🇺🇸 United States – Remote

💵 $179.5k - $200.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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BillionToOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🧬 Biotechnology

⚕️ Healthcare Insurance

🔬 Science

💰 $35M Debt Financing on 2022-12

Biotechnology • Healthcare Insurance • Science

BillionToOne is a leading molecular diagnostics company dedicated to advancing disease detection at the molecular level. Their proprietary technology, known as Quantitative Counting Templates (QCTs™), empowers the detection and measurement of tiny DNA fragments at a single base-pair resolution. This technology is a breakthrough in prenatal screening and oncology, enabling accurate risk assessment for fetal genetic conditions and monitoring cancer therapy effectiveness. BillionToOne’s UNITY Screen™ assesses fetal risks using maternal blood samples, making prenatal testing more efficient. The company is committed to enhancing healthcare by making molecular testing more accurate and accessible, evidenced by its recognition as the Diagnostics Company of the Year and significant funding achievements.

📋 Description

• Lead and develop the EMR Success team • Manage, coach, and develop EMR Integration Specialists responsible for successful implementations and ongoing client support, proactively identifying and breaking through customer and internal barriers to drive customer success. • Create clear operating rhythms (intake, prioritization, escalation, customer communications, post-mortems) and ensure consistent execution across the team, delivering best-in-class field and clinic-level support. • Drive customer success for EMR integrations • Ensure customers are successfully implemented and supported across the full integration lifecycle, including implementation planning and cross-functional coordination. • Oversee key activities such as workflow assessment, roll-out planning, training/change management, go-live support, and post go-live planning. • Ensure the team provides end-user training and maintains high customer satisfaction. • Be the technical point for triage + escalation (Software Product Manager mindset) • Lead triage of integration issues and changes; ensure ownership, urgency, and clear resolution paths. • Partner with internal technical teams to “navigate and champion IT project requests,” unblock dependencies, and drive timely resolution. • Develop clear and documented playbooks for the team to follow. • Build scalable processes and improve the system • Develop and continuously improve documented, scalable processes for implementation and ongoing EMR support, optimizing solution offerings and implementation workflows. • Build metrics and reporting around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes. • Partner cross-functionally • Serve as a liaison across Sales and external stakeholders to improve onboarding, closing of EMR integrations and customer experience both for our customers and the sales team. • Ensure the team effectively educates internal and external partners on EMR integration processes and best practices.

🎯 Requirements

• 5+ years of experience in EMR integrations, interoperability, healthcare IT, lab systems, or related domains. • 3+ years leading teams and scaling cross-functional programs (people leadership + program ownership). • Experience leading a customer-facing technical/support team (people management + performance management). • Strong healthcare integration/program delivery background (EMR implementations, portals, or similar), aligned with end-to-end EMR integration work. • Proven project/program management experience managing timelines, customers, and schedules. • Ability to work cross-functionally and manage stakeholder expectations internally and externally. • Strong technical aptitude and comfort driving issue triage in ambiguous situations. • Willingness to travel (up to ~50% depending on customer needs). • Experience partnering with Engineering/Product teams on integration tooling, automation, monitoring, and scalability improvements. • Strong understanding of privacy/security requirements in healthcare (HIPAA; preferred familiarity with SOC 2 and audit-ready processes). • Bachelor’s degree in Health Informatics, Information Systems, Engineering, or related field preferred (Master’s a plus).

🏖️ Benefits

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients • Open, transparent culture that includes weekly Town Hall meetings • The ability to indirectly or directly change the lives of hundreds of thousand patients • Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80% • Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%) • Supplemental fertility benefits coverage • Retirement savings program including a 4% Company match • Increase paid time off with increased tenure • Latest and greatest hardware (laptop, lab equipment, facilities)