BillionToOne

EMR Success Manager

BillionToOne

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $179,521 - $200,641 per year

About the role

  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
EMR integrationsinteroperabilityhealthcare ITproject managementprogram deliveryissue triageautomationmonitoringscalability improvementschange management
Soft Skills
people leadershipperformance managementcross-functional collaborationstakeholder managementcustomer successcoachingcommunicationproblem-solvingtrainingprocess improvement
Certifications
Bachelor’s degree in Health InformaticsBachelor’s degree in Information SystemsBachelor’s degree in EngineeringMaster’s degree in related fieldHIPAA compliance trainingSOC 2 familiarity