POSITION SUMMARY:
The Manager, Test Coordinator & Phlebotomist Manager is a results-oriented, key leader who thrives in building and motivating a high-performing team. In this critical role, you will ensure exceptional patient care by supporting a team that manages blood draw coordination, specimen collection, and kit management administrative duties. The manager will formulate and recommend processes and procedures. Your responsibilities encompass developing and supporting 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:
Develop, coach, and mentor team members to ensure they meet performance expectations and professional development goals
Support the refinement of the roles and responsibilities, goals, and reach of the team
Conduct regular audits and competency assessments 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
Work with other management to regularly report operational metrics and team performance to leadership
Support management of scheduling and coverage as required by clinic
Meets regularly with supervisors to discuss goals and progress
Adheres to departmental expectations
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
Stay current on industry trends and innovations in laboratory practices
PRIMARY RESPONSIBILITIES (Clinic / Patient Services)
Split clinical and administrative duties:
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
Performs other duties as assigned
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
Ability to work with cross-functional teams
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%
