Group Leader - Customer Service

Responsibilities

• In compliance with Standard Operating Procedures (SOP), assists qualified donors in completing the screening process, including assessing self-administered health history, answering basic medical questions, referring donors to medical staff when appropriate, and performing health screening procedures such as blood pressure, pulse, weight, and temperature.
• Performs finger stick to obtain sample to obtain donor's hematocrit and total protein levels.
• May be involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center.
• Educates new donors on the use of therapeutic products made from donated plasma, explaining the screening process, health screening tests, appointment system, donation fees, center policies, proper nutrition, and other pertinent information.
• Answers the telephone and assists in providing appropriate information to the caller.
• Maintains alertness and awareness to any reaction a donor may have during or after the pheresis process and notifies appropriate staff.
• Maximizes donor flow by allocating staff and resources to appropriate center area or task.
• Conducts daily calibration of equipment according to SOP and Plasma Operating Procedures (POP), resolves calibration issues, troubleshoots equipment failures, and creates incident documentation.
• Provides guidance and technical training on processes and procedures to reception staff and other staff as required.
• Supports center management by providing input into staff scheduling and resolves minor donor relations and technical procedure issues.
• Ensures the accurate recording of donor data in the electronic donor information management system as outlined in SOPs.
• Understands the policies and procedures associated with hyper immune programs at the center if applicable.
• Maintains clean efficient work environment and ensures sufficient operating supplies and forms are available as needed, following all Health Safety & Environmental (HSE) and OSHA policies and procedures.
• Maintains confidentiality of all personnel, donor and center information.
• May be cross-trained in other areas to meet the needs of the business.
• Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.
• Perform other job-related duties as assigned.

Education

High school diploma or equivalent required.

Experience

Minimum of 18 months experience in a clerical or customer service related position, preferably in health care of plasma collection environment or equivalent combination of education and experience. Must be able to perform basic math calculations.

Working Conditions

• Ability to make decisions, which have moderate impact on immediate work unit.
• Understands, remembers and communicates routine, factual information.
• Must be able to see and speak with customers and observe equipment operation.
• Occasionally perform tasks while standing and walking up to 100% of time.
• Reach, bend, kneel and have high level of manual dexterity.
• Occasionally be required to lift and carry up to 25 pounds.
• Fast paced environment with frequent interruptions.
• Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens.
• Required to wear Personal Protective Equipment while performing specific tasks or in certain areas.
• Required to work overtime and extended hours to support center operational needs.