Quality Manager / Sr. Manager, Good Laboratory Practices
Vertex Pharmaceuticals
Assoc Dir, Phlebotomy Operations & Training
Natera
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead development, training, and operational performance of our national phlebotomy network, including Mobile Phlebotomists, Test Coordinators, In-Office Phlebotomists (IOPs), and Patient Service Center (PSC) teams.
- Serve as the operational bridge between field-based staff and corporate leadership, ensuring phlebotomy personnel are properly trained, supported, and empowered to provide a consistent, high-quality patient experience.
- Hands-on onboarding, performance coaching, and operational oversight across multiple site types and regions.
- Training & Onboarding: Lead onboarding and certification of new phlebotomy team members; develop role-specific training materials and sessions to ensure compliance with workflows and quality standards.
- Program Development & Oversight: Design, implement, and continuously improve standardized training and competency programs across all phlebotomy roles; maintain training documentation and retraining protocols.
- Field Operations Support: Serve as the operational point of contact for PSCs and IOP locations; provide regular coaching, daily support, and troubleshooting for field-based staff, addressing escalations and patient service issues in real-time.
- Performance Management: Collaborate with leadership to review and manage KPIs, including draw volumes, TNP (test not performed) rates, turnaround times, and overall performance quality; support corrective action planning, root cause analysis, and performance improvement initiatives when metrics fall below thresholds.
- Compliance & Quality Assurance: Ensure all phlebotomy staff maintain appropriate licensure and are current with required training in HIPAA and Natera-specific protocols; conduct routine audits and site visits to evaluate quality of service, regulatory compliance, and adherence to SOPs.
- Cross-Functional Collaboration: Work closely with HR, Sales, Logistics, and Field Operations to ensure phlebotomy teams have the tools, supplies, and staffing resources needed to be successful; manage logistics related to equipment, supplies, and setup of new or relocated phlebotomy sites.
- Travel: Travel to PSC, IOP, and Test Coordinator locations as needed (estimated 25–40%) to conduct in-person training, performance evaluations, and operational audits.
Requirements
- 5+ years of experience in a clinical or laboratory operations leadership role
- Proven experience training and/or managing field-based phlebotomy or healthcare staff
- High School Diploma or GED required; Bachelor’s degree in Healthcare Administration, Life Sciences, or related field strongly preferred
- Strong knowledge of clinical compliance standards, quality assurance practices, and patient safety protocols
- Ability to lift and transport up to 50 lbs; comfortable restocking supplies and assisting with physical site setup
