Patient Services Group Lead

Primary City/State:
Phoenix, Arizona

Department Name:

Work Shift:
Day

Job Category:
Phlebotomy

POSITION SUMMARY
This position will assist leadership and serve as a key regional contact by overseeing one or more Patient Service Centers (PSCs) and In-Office Phlebotomy (IOP) sites, ensuring timely and accurate operations across all segments. This includes supporting compliance, training, metrics, and administrative functions and serve as the designated backup to leadership. This position will mentor and be the onboarding lead which will require guiding new employees and clients while leveraging procedural expertise to build trust with patients, clients, and internal teams.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.


CORE FUNCTIONS

1. Performs all functions of the site lead with a focus on safety, accuracy and efficiency. Responsible for accurate entry of patient demographics, test order entry, billing information from requisition or from database. Research client/test information and confirm and verify all written and electronic orders using lab information systems. Safeguards credit card information and collects payments when required. Performs department related clerical duties when assigned such as data entry, inventory, stocking of supplies and answering phones when needed.

2. Leads the workgroup, acting as a coach, mentor, and resource. Creates a positive, collaborative and high functioning team environment. Supports onboarding and training efforts with a focus on successful acclimation to the PSC/IOP environments in the new phlebotomist's first year. Assists team members in increasing familiarity with established procedures. Acts as primary point of contact to team members and provides regular input to leadership. Provides feedback and input on employee performance evaluations. Assist supervisors with implementation of SOP's and distribution of technical information and communication to the team in accordance with company guidelines.

3. Assists in managing locations by demonstrating effective leadership behaviors. This role is accountable for all location activities within the assigned territory, including opening and closing procedures. May be assigned to different work locations to help provide coverage and oversee daily operations as dictated by business needs and varying operational schedules. Assist supervisors with setting up new offices. Ensures that all facilities are neat, clean, and in good repair, and promptly notifies leadership of any required maintenance.

4. Ensures team members follow established guidelines and instructions consistently. Maintains all required phlebotomy logs in a timely fashion and on designated frequency. Perform compliance audits and assist with submission and storage of audits and data. Stays up to date on latest phlebotomy techniques and department communications and supports supervisors in implementing standard operating procedures (SOPs) and assists with the distribution of technical updates and communications, in alignment with SQL standards. Ensure staff follows all safety precautions by wearing Personal Protective Equipment and utilizing splash guards according to SOP/IOP prohibited services.

5. Participates in special projects, team initiatives, and off-site meetings. Assists with organizing and leading territory meetings. May be required to travel to leadership meetings held off-site or outside of normal shift hours. Assists in preparing and managing schedules for the assigned workgroup.

SUPERVISORY RESPONSIBILITIES

DIRECTLY REPORTING

None

TYPE OF SUPERVISORY RESPONSIBILITIES
Oversees work schedule and daily activities of department staff and assists supervisor with conducting corrective action and performance reviews.

SCOPE AND COMPLEXITY
Territory responsibility includes involvement in intradepartmental and interdepartmental communications and activities. Internal customer - all employees. External customers - Patients, nurses, physicians, office personnel and vendors.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

Able to stand, walk, bend, squat, reach and stretch frequently. Required to lift, push and/or pull up to 25 pounds. Requires manual dexterity. Must use standard precautions due to threat of exposure to blood and body fluids, chemical, electrical and biological hazards. Ability to distinguish colors and to take direction and assimilate instructions quickly. Requires use of computer, printers, copiers, telephone, fax and department specific equipment.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to effectively utilize computer software programs including Microsoft Work and Excel.
• Working knowledge of regulatory, accrediting, and compliance requirements.
• Demonstrates strong leadership capabilities and advanced customer-facing skills, including verbal and written communication, problem-solving, and collaboration across multiple functions.
• Must effectively manage multiple priorities in a high-volume environment.
• Expected to communicate professionally with clients to resolve or escalate issues, document problems accurately, and report critical concerns as they arise and support and provide effective onboarding services to new clients.
• Support problem resolution that is initiated by client, patient or other internal departments and provide service recovery when appropriate.
• Ability to perform complex problem solving and leadership skills required.

MINIMUM QUALIFICATIONS

• Minimum age requirement of 18.
• High School diploma or equivalent may be required dependent on state regulatory requirements.
• Four (4) years phlebotomy experience required.
• IOP placement requires execution of "Confidential Information and Restrictive Covenant Agreement".
• Requires a valid driver's license and be eligible for coverage under the company auto insurance policy.
• May require travel and flexible hours required to work multiple locations and required to cover at mobile phlebotomy facilities/in-office phlebotomy locations with minimal notice. Must be flexible and available based on staffing requirements; weekends, holidays and overtime. May be required to work occasional on-call duties weekends, evenings and early AM.

PREFERRED QUALIFICATIONS

• Associates degree or equivalent experience.
• Previous management experience or participation in management training programs.
• National phlebotomy certification.
• Completed internal career ladder through Phlebotomy Tech III or higher.
• Additional related education and/or experience.

DATE APPROVED 10/26/2025

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