Customer Service - Donor Support Technician (Bilingual – English/Spanish)

Responsibilities

• Prepare the donor, donor area, and equipment for the apheresis process.
• Prepare the apheresis machine for the apheresis process.
• Monitor the donor and the apheresis process, responding to specific alarms or signals that may occur during the process.
• Disconnect the donor when the process is complete.
• Maintain alertness and awareness to any reaction the donor may have during or after the apheresis process and notify appropriate staff.
• Use a Personal Digital Assistant (PDA) to record incidents that occur during the apheresis process, such as machine alerts and alarms, volume variances, and donor adverse events.
• Use the PDA to link equipment and soft goods used in the apheresis process to the appropriate donor.
• Alert the Group Leader or Supervisor of donor flow issues.
• Ensure accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).
• Understand the policies and procedures associated with hyper‑immune programs at the center, if applicable.
• Maintain a clean, efficient work environment and ensure sufficient operating supplies and forms are available as needed.
• Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures, promoting safety in all actions.
• Maintain 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 job‑related duties as assigned.
• Different qualifications or responsibilities may apply based on local legal and/or educational requirements; refer to local job documentation where applicable.

Qualifications

• 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.
• Must be able to perform basic math calculations.