Mobile Patient Services Specialist - San Antonio, TX

POSITION SUMMARY:

The Mobile Patient Services Specialist (MPSS) plays a vital role in ensuring a seamless, patient-centered testing experience in a mobile, field-based setting. Unlike clinic-based coordinators, the MPSS operates independently across a defined service area, traveling directly to patients to perform blood draws, manage specimen logistics, and coordinate care with internal teams, local lab resources, and vendor partners.

 

This position is responsible for proactively managing patient outreach, scheduling blood draws within required timelines, ensuring specimen integrity, and maintaining accurate documentation across all systems. The ideal candidate is highly organized, self-directed, and comfortable navigating complex logistics with minimal supervision.

 

This is a mobile, field-based position serving patients within a defined geographic service area.

Job offer is contingent upon pre-employment requirements and compliance with all applicable regulations.

 

This is a mobile position based in San Antonio, TX 

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PRIMARY RESPONSIBILITIES

 

PHLEBOTOMY SERVICES:

• Perform venipunctures to obtain blood specimens with precision and care.
• Verify patient identity and test requisitions, ensuring accuracy by cross-referencing EMR records and resolving discrepancies.
• Maintain specimen integrity by following aseptic techniques, department protocols, and isolation procedures.
• Accurately track collected specimens by documenting initials, date, and collection time, while maintaining daily collection logs.

PATIENT CARE COORDINATION:

• Oversee and coordinate patient care services to ensure efficient and high-quality healthcare delivery.
• Contact patients promptly upon order receipt to schedule blood draws within required timeframes, making documented contact attempts and escalating appropriately if no response is received.
• Arrange phlebotomy support for out-of-radius patients through appropriate resources, confirming scheduling and ensuring all necessary kits are in place prior to the appointment.
• Redirect patients who decline MPSS draws to appropriate alternatives, including local labs, Natera PSC locations, or their clinic; utilize self-scheduling platforms where available.
• Collaborate with field sales and internal operations teams to provide patient support and ensure continuity of care.
• Develop and maintain strong patient relationships to encourage ongoing testing and adherence to recommended care plans.

ADMINISTRATIVE AND OPERATIONAL MANAGEMENT:

• Serve as the primary liaison between patients, clinic accounts, Territory Managers, and internal operations teams, documenting all interactions, scheduling actions, and follow-ups in applicable systems.
• Monitor the portal regularly for new orders, verifying completeness and accuracy by cross-referencing source documentation and resolving discrepancies prior to patient contact.
• Coordinate kit shipment to designated labs following each draw, track receipt through available tools, and escalate any unconfirmed receipts to management for review.
• Document and submit specimen photos and update all relevant notations within required timeframes.
• Respond promptly to internal and external inquiries, proactively communicating delays, cancellations, or redraw needs to relevant stakeholders.
• Investigate and resolve escalated issues, providing clear root cause explanations through phone and electronic communication.

QUALITY ASSURANCE AND COMPLIANCE:

• Serve as the primary compliance owner for all field-based operations, maintaining strict adherence to CAP/CLIA standards and applicable federal, state, and local healthcare regulations.
• Act as the accountable steward of the mobile workspace, including the assigned vehicle, onboard equipment, specimen storage, and supplies, ensuring all elements consistently meet regulatory, safety, and cleanliness standards.
• Conduct routine self-audits covering temperature logs, equipment calibration, supply expiration, and chain-of-custody documentation, resolving or escalating deficiencies proactively.
• Coordinate scheduled vehicle maintenance, document mileage and operational readiness, and promptly report mechanical or safety concerns to ensure uninterrupted service delivery.
• Execute department protocols and testing schedules with consistency, ensuring all outcomes and corrective actions are accurately recorded and audit-ready.
• Identify and escalate compliance risks proactively, taking full ownership of corrective action follow-through.
• Monitor field workflows for improvement opportunities, presenting findings and recommendations to leadership to enhance efficiency, accuracy, and patient safety.
• Contribute to the development and refinement of mobile phlebotomy SOPs, informed by direct field experience.
• Maintain current certifications, training records, and equipment qualifications, initiating renewals proactively ahead of expiration.
• Ensure full compliance with all state and local regulations governing the transport of biohazardous specimens, including proper packaging, labeling, containment, and documentation requirements throughout transit.

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QUALIFICATIONS

• Minimum of 5 years of phlebotomy experience; 5+ years of Mobile phlebotomy experience required 
• 5+ years high-level customer care experience Managing/supervising phlebotomy operations and teams experience preferred BS/BA degree (preferred)
• High School Diploma (or equivalent) required Phlebotomy Certification (or equivalent) preferred, except where regulatory regulations are mandated depending upon state 
• Previous financial and budgetary experience preferred
• Bilingual language skills preferred

KNOWLEDGE, SKILLS, AND ABILITIES

• Serve and protect the Natera clinic community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements.
• Strong ability to uphold Natera’s professional standards, policies, and regulatory requirements. 
• Excellent communication, problem-solving, and multitasking skills.
• Ability to work independently while collaborating effectively with internal teams and patients.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Office-based and mobile clinic settings; scrubs required with adherence to safe clinical practices for all blood draws.
• The majority of time will be spent performing mobile draws across an assigned geographic area. When no mobile draws are scheduled, the employee will report to their assigned Patient Service Center.
• Work schedule is determined based on local need
• Must be able to safely lift, carry, and move items weighing up to 50 pounds on a regular basis.