Patient Service Center Leader
2 weeks ago
Natera is dedicated to changing the management of disease worldwide by providing innovative solutions in oncology, women's health, and organ health. We strive to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
Our Vision:
We envision a future where every individual has access to accurate and reliable genetic information to guide their healthcare decisions. Our mission is to make this vision a reality by developing and delivering cutting-edge technologies that transform the way we diagnose and treat diseases.
Responsibilities:
- Lead phlebotomy operations and manage staff attendance, hiring, disciplinary actions, terminations, performance reviews, skills development, PSC compliance, and maintain an active working role as a phlebotomist to provide coverage at PSCs as needed
- Develop and implement strategies to improve phlebotomy operations and enhance customer satisfaction, manage phlebotomy program requirements, directly supervise PSC Manager reports for assigned region, monitor overall draw volumes, monitor customer feedback, manage escalations as needed, manage scheduling issues, ensure continued and open communication with PSC managers for ongoing team development and performance, general phlebotomy knowledge for each assigned PSC locations (per state regulations), maintain safe, secure, and healthy work environment by following standards and procedures; complies with legal regulations, reports KPIs (Key Performance Indicators) to product management leadership on weekly basis, tracks collected specimens in Skedulo or LIMS as needed to resolve any issues, tracks overall draw volumes, PSC profitability, personnel records, etc.
- Collaborate with cross-functional teams to develop and implement business strategies that drive growth and profitability
Requirements:
A minimum of 5 years of phlebotomy experience, 5+ years high-level customer care experience, and a Bachelor's degree in a related field are required. Previous financial and budgetary experience, proficiency in PowerPoint, Excel, and Word, and bilingual language skills are also preferred.
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