Reception Technician (Customer Service) (Bilingual – English/Spanish)

Responsibilities

• Greet donors at the plasma collection center and conduct registration procedures to verify donor suitability for the plasma pheresis process.
• Assist qualified donors in completing the screening process in compliance with Standard Operating Procedures (SOPs), 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.
• Perform finger stick to obtain samples for donor’s hematocrit and total protein levels.
• Educate new donors on the use of therapeutic products made from donated plasma, including explaining the screening process, health screening tests, appointment system, donation fees, center policies, proper nutrition, and other pertinent information (upon completion of appropriate training).
• Ensure all donor questions are answered timely, accurately, and professionally.
• Register applicant and transfer donors based on training completion and operational needs of the center.
• Answer telephone calls, address caller questions, or transfer calls to appropriate staff members.
• Maintain alertness to any donor reactions during or after the pheresis process and notify appropriate staff.
• Alert Group Leader or Supervisor of donor flow issues.
• Ensure accurate recording of donor data in the electronic donor information management system as outlined in SOPs.
• Understand policies and procedures associated with hyper-immune programs at the center, if applicable.
• Maintain a clean and efficient work environment, ensuring sufficient operating supplies and forms are available.
• Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.
• Promote safety in all actions and maintain confidentiality of 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.
• Perform other job-related duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum of three (3) months experience in a clerical or customer service-related position, preferably in a medical or health provider environment, or equivalent combination of education and experience.
• Must be able to perform basic math calculations.
• Different qualifications or responsibilities may apply based on local legal and/or educational requirements.