Senior Donor Qualification Coordinator - Prolacta Internal Applicants Only

About the Company

Prolacta Bioscience gives babies a brighter future by unlocking the biological power of human milk. Established in 1999, Prolacta is a privately held life sciences company that has touched the lives of more than 100,000 premature infants globally. As the world’s leading hospital provider of 100% human milk–based nutritional products, Prolacta is based in Southern California and employs more than 300 people globally, many dedicated to neonatal care.

About the Role

This role is a leader within the Milk Resourcing team, building relationships with breast milk donors. You will serve as a trusted partner, proactively assisting applicants through the donor qualification process while delivering top-tier customer service support and maintaining detailed records. The position involves clear and concise communication with donors and third parties via email, phone, and other methods.

Responsibilities

• Ensure services comply with SOPs, state, and federal regulatory requirements
• Improve department processes for better productivity
• Onboard, mentor, and/or train Donor Qualification Coordinators
• Collaborate with internal departments regarding donor needs or issues
• Protect donor/applicant confidentiality
• Review applications and documentation to determine donor eligibility
• Guide donor/applicants through the qualification process to ensure completion of steps
• Verify donor/applicant records for accuracy and completeness
• Communicate with donors and third parties via phone and email
• Answer donor questions, provide information, process orders, address complaints, and resolve issues
• Provide outstanding customer service to maintain high client satisfaction
• Generate and process Customer Service Records (CSR) as needed
• Ensure electronic donor records are organized, accurate, and complete
• Consistently achieve monthly targets
• Perform additional duties as assigned

Requirements

• 5 years of experience in healthcare, customer service, data entry, marketing, communication, or another applicable field
• Bachelor’s Degree
• Proficiency in Microsoft Office
• Previous experience as a Donor Qualification Coordinator I/II or other program coordinator/case management experience (a plus)
• Strong customer service skills, with the ability to work with diverse people
• Excellent active listening and communication skills, including written and verbal
• Ability to produce and present clear, concise, and professionally written communications and presentations
• Strong leadership, mentoring, and teamwork skills
• Excellent attention to detail to ensure all specifications are met
• Great critical thinking and decision-making capabilities
• Effective time management, organizational, and multitasking skills
• Ability to manage projects, set and meet deadlines
• Comfortable working in fast-paced environments

Benefits

• Up to 100% healthcare coverage starting the first day of the month after hire
• 401(k) match
• Four weeks PTO during your first year of employment
• Generous time-off program for new parents
• Employee affinity groups
• Volunteer time off
• Access to educational opportunities

Schedule

Monday – Friday day shift (hybrid remote role based in Duarte). Minimal travel required.

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to effectively communicate (e.g., talking/hearing), walk, sit, use hands and fingers to handle, feel, and reach
• Occasionally required to taste, smell, stoop, kneel, crouch, or crawl
• Specific vision abilities include close vision, color vision, and ability to adjust focus
• Sedentary to light work involving repetitive motions, pushing, pulling, and visual acuity to prepare and analyze data, transcribe, and view a computer terminal