Group Leader - Customer Service (Bilingual)

Job Description

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, including assessing health history, answering medical questions, and performing health screening procedures.
• Performs finger stick to obtain donor’s hematocrit and total protein levels.
• Registers applicant and transfer donors based on appropriate training and operational needs of the center.
• Educates new donors on the use of therapeutic products made from donated plasma, and explains the screening process, health screening tests, appointment system, donation fees, center policies, proper nutrition, and other relevant information.
• 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, 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, promoting safety in all actions.
• May conduct routine audits of internal procedures and documentation.
• Maintains confidentiality of all personnel, donor, and center information.
• Supports center management by providing input into staff scheduling and resolving minor donor relations and technical procedure issues.
• Refers employee relations issues to center management staff.
• Affirmatively seeks opportunities to learn and grow in the role, and supports the team's success.
• Performs other job-related duties as assigned.

Qualifications

• 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.
• Work overtime and extended hours to support center operational needs.

Skills

• Basic math calculations.
• Healthcare and plasma collection environment experience.
• Customer service and receptionist skills.
• Basic computer skills.
• Attention to detail and ability to follow instructions.
• Ability to communicate effectively with donors and staff.
• Ability to maintain confidentiality.
• Ability to troubleshoot and resolve equipment issues.
• Ability to train and coach staff.

Benefits

N/A

Pay

The expected base pay for this position at hiring is $22.31/hour - $31.24/hour. Please note this wage range reflects what CSL expects to pay for this position at the listed location as of the time of this posting. Individual base pay for a successful candidate within this range is determined by qualifications, skill level, experience, competencies and other relevant factors.

Schedule

N/A