Group Leader - Customer Service

Responsibilities

• Trains reception staff and facilitates efficient donor flow through the center
• Aids qualified donors in completing the screening process following standard operating procedures (SOPs)
• Educates new donors on therapeutic products made from donated plasma
• Answers the telephone and provides appropriate information to callers
• Maintains alertness and awareness of donor reactions during or after pheresis process and notifies appropriate staff
• Maximizes donor flow by allocating staff and resources appropriately
• Maintains and calibrates equipment, resolves issues, and replaces equipment as needed
• Provides guidance and technical training on processes and procedures to reception staff and other staff as required
• Supports center management by providing input on staff scheduling, donor relations, and technical procedure issues
• Accurately records donor data in the electronic donor information management system as outlined in SOPs
• Fulfills all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures

Qualifications

• High School Diploma or equivalent vocational or technical training
• 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
• Ability to perform basic math calculations
• General knowledge of plasma pheresis operation