Group Leader - Customer Service

About the role

Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. Additional duties include registration of qualified, applicant and transfer donors. Possesses a general knowledge of the plasma pheresis operation.

Responsibilities

• Assists qualified donors in completing the screening process.
• Affirmative action statement: Performs screening procedures including assessing health history, answering medical questions, referring donors to medical staff, and conducting health screening tests such as blood pressure, pulse, weight, temperature.
• Performs finger stick to obtain hematocrit and total protein levels.
• Registers applicant and transfer donors based on appropriate training and operational needs.
• Edits new donors on the use of therapeutic products made from donated plasma.
• Answers the telephone and provides appropriate information to callers.
• 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.
• Cleans and maintains a clean, efficient work environment.
• Ensures 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.
• May conduct routine audits of internal procedures and documentation.
• Maintains confidentiality of all personnel, donor and center information.
• May be cross-trained in other areas to meet the needs of the business.

Requirements

• High school diploma or equivalent required.
• 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.
• Ability to make decisions, which have moderate impact on immediate work unit.
• Understands, remembers and communicates routine, factual information.
• 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.
• 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.
• Work in a fast-paced environment with frequent interruptions.
• May be cross-trained in other areas to meet the needs of the business.

Qualifications

• Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

Skills

• Basic math calculations.
• Customer service skills.
• Healthcare knowledge.
• Mathematical calculations.
• Medical knowledge.
• Organizational skills.
• Physical stamina.
• Problem-solving skills.
• Technical knowledge.

Benefits

Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business. Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage; Company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL’s 401(k) Savings Program; Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company.

Pay

Details of pay structure are not specified in the job description.

Schedule

Details of schedule are not specified in the job description.