Mobile Patient Services Specialist Team Lead

Position Summary

The Lead for the Phlebotomy Solutions team will be responsible for assisting with the team's day-to-day operations and ensuring excellence in patient care coordination, phlebotomy services, and administrative operations. This role focuses on supporting daily team management, operational efficiency, and compliance. The Lead will support seamless collaboration between field teams, patients, and operational departments. Lead may be required to cover at their clinics as needed, where they will serve patients by identifying the best method for retrieving blood, preparing specimens for laboratory testing, and performing screening procedures.

This position requires strong organizational, leadership, and communication skills and will include up to 50% travel to support audits, onsite visits, and team training initiatives.

Primary Responsibilities

Quality Assurance & Audit Support

• Assist with the coordination and execution of audits as indicated
• Conduct regular quality checks on patient coordination activities, specimen documentation, and communication logs; specifically, but not limited to, the MPX platform.
• Support onsite visit preparations, shadowing staff as needed to ensure protocol adherence and identify opportunities for process improvement.

Operational Oversight

• Provide daily support to the Phlebotomy Solutions team.
• Supervise, mentor, and develop a team of phlebotomists across designated Locations. Handle recruitment, onboarding, and training of new in-office phlebotomists.
• Ensure all team members maintain compliance with specimen handling protocols and EMR documentation..
• Proactively mitigate issues that could impact operational performance.
• Oversee supply chain needs, including ordering and tracking supplies.
• Travel independently across an assigned service area to perform venipunctures at patient locations while verifying identity and requisitions and maintaining specimen integrity.
• Contact patients promptly upon order receipt to schedule draws within required timeframes, documenting all attempts and escalating when patients can't be reached.
• Arrange support for out-of-radius patients and redirect those who decline a mobile draw to local labs, PSC locations, or their clinic.

Cross-Functional Collaboration

• Partner with Field Sales, Clinical Operations, and Compliance to resolve issues and ensure cohesive patient support.
• Assist with team meetings to share updates, disseminate best practices, and reinforce Natera’s standards of excellence.

Qualifications

• Education: High school diploma or GED required.
• Experience: A minimum of 5 years of phlebotomy experience is a must. A supervisoryor team-lead role within a clinical or laboratory operations setting is strongly preferred.
• Certifications: Phlebotomy Certificate required as per state regulations.

Knowledge, Skills, and Abilities

• Strong leadership and mentorship capabilities.
• High proficiency in problem-solving, conflict resolution, and time management.
• Familiarity with clinical compliance standards
• Ability to manage and prioritize tasks in a dynamic environment.
• Excellent verbal and written communication skills.

Work Environment & Physical Requirements

• Patient Service Center based setting with required travel (up to 50%) for audits, site visits, and team support.
• Must follow clinical safety standards and wear appropriate attire, including scrubs, when on-site.