POSITION SUMMARY:
The Manager, Onsite Test Coordinator & Phlebotomist Manager is a results-oriented, hands-on leader who thrives in building and motivating a high-performing team. In this critical role, you will ensure exceptional patient care by overseeing a team who manage blood draw coordination, specimen collection, and kit management administrative duties. Your responsibilities encompass leading the team, optimizing operations, and adhering to all Natera protocols, while maintaining the ability to perform Test Coordinator & Phlebotomist duties as needed.
Management Responsibilities:
- Team Leadership & Development:
- Recruit, interview, and hire qualified Test Coordinators.
- Develop, coach, and mentor team members to ensure they meet performance expectations and professional development goals.
- Continue to refine the roles and responsibilities, goals, and reach of the team.
- Conduct regular audits and performance reviews, to and provide constructive feedback to ensure effective work environment and results.
- Foster a positive and collaborative work environment.
- Operational Excellence:
- Develop and implement strategies to optimize team efficiency and productivity in meeting clinic and patient needs and associated turnaround times.
- Monitor quality indicators and identify areas for improvement.
- Implement process improvements and ensure adherence to established protocols and regulatory rules.
- Quality & Compliance:
- Ensure team adherence to all Natera policies, procedures, and regulatory requirements (CAP, CLIA, HIPAA).
- Ensure Training and Competency Assessments are completed on time and accepted per Natera guidelines.
- Conduct regular audits and implement corrective actions as necessary as per Natera Chief Compliance Officer requirements and as needed to ensure compliance at all times.
- Stay up to date on industry best practices and implement them within the team.
- Communication & Collaboration:
- Communicate effectively with team members, clinic personnel, physicians, and other stakeholders.
- Identify and resolve patient issues in a timely and professional manner.
- Regularly report operational metrics and team performance to leadership.
- Oversee management of scheduling and coverage as required by clinic.
Additional Responsibilities:
- Participate in the development and implementation of new Natera programs and initiatives.
- Identify opportunities to enhance the patient experience and drive clinic satisfaction.
- Represent the Natera phlebotomy department in meetings and committees.
- Stay current on industry trends and innovations in laboratory practices.
PRIMARY RESPONSIBILITIES (Clinic / Patient Services)
- Split clinical and administrative duties:
- Oversee test coordinators as they perform patient communications, scheduling and/or blood draws
- Evaluate sample submission quality, including properly labeled tubes and completed paperwork by way of measuring TNP and MI rates.
- Track percent of ordered draws fulfilled at each site and by what channel (Natera test processor, clinic phlebotomist, Natera mobile phlebotomist)
- Administrative duties, such as accessing patient information and reports in Electronic Medical Record (EMR), scheduling patients, aligning available blood draw times to clinic requirements, etc.
- Requires tracking and data entry for each draw completed, including billing information when applicable.
- Verifies test requisitions by comparing information with EMR information, bringing discrepancies to the attention of unit personnel and/or resolving missing information fields.
- Verifies patient by reading and securing patient identification.
- May need to provide or arrange emergent clinic coverage due to absence of employee, including scheduling patients, completing paperwork, or arranging for collection of a specimen.
- Tracks collected specimens by initialing, dating, and noting times of collection; maintaining daily tallies of collections performed.
- Monitors quality results by ensuring employees are following department procedures and testing schedule; recording results in the quality-control log, identifies and reports needed changes to process.
- Maintains safe, secure, and healthy work environment by following CAP CLIA standards and procedures, following with compliance and/or legal regulations.
- Work with relevant field team members and internal channels to maintain & support existing customers.
- Successfully drives completion and efficiency rates set by the business unit.
- Articulates product and program specifics to the Natera patient community and interested parties.
- Resolves unusual test orders by contacting the physician, pathologist, nursing station, or reference laboratory; refers unresolved orders back to the originator for further clarification; notifies clinic contact/supervisor of unresolved orders.
- Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and/or participating in professional organizations.
- Enhances department reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to patient experience.
- Position works with PHI on a regular basis in paper and/or electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.
- Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
- Must maintain a current status on Natera training requirements.
- Ensures team is managing logistical requirements/printing of patient reports for associated clinic.
- Trains team to manage general billing questions/triaging for resolution with patients.
- Oversees team compliance with scheduled pick-up logistics s from courier services
QUALIFICATIONS
- Minimum of 3-5 years of experience in related healthcare setting, oncology and phlebotomy experience preferred.
- BS/BA degree (preferred)
- High School Diploma (or equivalent) required
- Proven leadership and supervisory experience.
- Strong communication, interpersonal, and conflict resolution skills.
- Excellent organizational, time management, and problem-solving skills.
- Proficiency in Google workspace and other relevant software programs
- Ability to serve and protect the Natera clinic community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and CAP, CLIA, JACHO standards.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- Work either from home or within an office setting
- Support dedicated “work from home” time for patient scheduling and communications
- Clinic on-site work schedule to be defined per clinic requirements.
- Travel required an estimated 25-30%
