Group Leader - Customer Service (Bilingual)

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

• In compliance with Standard Operating Procedures (SOP), assists qualified donors in completing the screening process, including:
  • Assessing the self-administered health history
  • Answering basic medical questions associated with the donation process
  • Referring donors to medical staff when appropriate
  • Performing health screening procedures such as blood pressure, pulse, weight, and temperature
• Performs finger stick to obtain sample for donor’s hematocrit and total protein levels
• May register applicant and transfer donors based on training and operational needs
• Educates new donors on therapeutic products made from donated plasma, the screening process, health screening tests, appointment system, donation fees, center policies, proper nutrition, and other pertinent information
• Ensures all donors’ questions are answered timely, accurately, and professionally
• Answers the telephone and provides appropriate information to callers
• Maintains awareness of any donor reactions during or after the pheresis process and notifies appropriate staff
• Maximizes donor flow by allocating staff and resources to appropriate center areas or tasks
• Conducts daily calibration of equipment according to SOP and Plasma Operating Procedures (POP), resolves calibration issues, and troubleshoots equipment failures
• Creates incident documentation and removes/replaces equipment from service as needed
• Provides guidance and technical training on processes and procedures to reception staff and other staff
• 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
• Ensures accurate recording of donor data in the electronic donor information management system as outlined in SOPs
• Understands policies and procedures associated with hyper immune programs at the center, if applicable
• Maintains a clean and efficient work environment, ensuring sufficient operating supplies and forms are available
• Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures
• Promotes safety in all actions and 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 business needs
• Bilingual skills may be required at the discretion of the organization
• Performs other job-related duties as assigned

Requirements

• High school diploma or equivalent required
• Minimum of 18 months experience in a clerical or customer service related position, preferably in healthcare or plasma collection environment, or equivalent combination of education and experience
• Must be able to perform basic math calculations

Working Conditions

• Ability to make decisions with moderate impact on the immediate work unit
• Must understand, remember, and communicate routine, factual information
• 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 lift and carry up to 25 pounds
• Fast-paced environment with frequent interruptions
• Frequently exposed to hazardous chemicals, extreme temperatures, and bloodborne pathogens
• Required to wear Personal Protective Equipment (PPE) while performing specific tasks or in certain areas
• Required to work overtime and extended hours to support center operational needs