Customer Service - Donor Support Technician

About the Role

Responsible for preparing the donor, donor area, and equipment for the pheresis process. Reports to the Assistant Center Manager.

• Prepares the autopheresis machine for the pheresis process.
• Monitors the donor and the pheresis process, responding to specific alarms or signals that may occur during the process.
• Disconnects the donor when the process is complete.
• Maintains alertness and awareness of any reaction the donor may have during or after the pheresis process and notifies appropriate staff.
• Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances, and donor adverse events.
• Uses PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.
• Alerts Group Leader or Supervisor of donor flow issues.
• Ensures the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).
• Understands the policies and procedures associated with hyper-immune programs at the center if applicable.
• Maintains a clean, efficient work environment, ensuring sufficient operating supplies and forms are available as needed.
• Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.
• Promotes safety in all actions.
• 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.
• Performs job-related duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of three (3) months’ work experience, preferably in a medical or health provider environment, or an equivalent combination of education and experience.
• Ability to perform basic math calculations.

Working Conditions

• Understand, remember, and apply oral and/or written instructions.
• Understand and follow basic instructions and guidelines.
• Must be able to see and speak with customers and observe equipment operation.
• Occasionally perform tasks while standing and walking up to 100% of the time.
• Reach, bend, kneel, and have a 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 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.