Specialist Donor Management Bilingual

About the Role

This position manages donor eligibility status and performs processes that ensure a critical layer of safety between unsuitable donations and recipients. Responsibilities include counseling donors on eligibility, managing health history deferrals, resolving eligibility issues, handling post-donation information, abnormal test follow-up, lookback, recipient tracing, re-entry, and donor incident follow-up. A near-perfect degree of completeness, accuracy, attention to detail, self-motivation, and prioritization is expected. The role involves both independent work and collaboration within a team, including peer-review second checks.

Responsibilities

• Act as a bilingual expert when communicating with Spanish-preferred speaking donors during routine work.
• Counsel donors regarding the significance of their infectious disease testing results and reasons for health history deferrals, including positive test results for HIV, HCV, HBV, Syphilis, HTLV, Chagas, West Nile Virus, Babesia, high-risk behaviors, and other health history issues related to donor and recipient safety.
• Process daily health history deferrals from recruitment, website, donor calls, ineligible appointment reports, apheresis, special collections, etc. Handle deferral entry or termination, including code selection, accurate time frames, and donor notification/education as needed.
• Initiate and complete post-donation-information cases from daily health history deferrals, donor callbacks, or other sources, including donor acceptability, donation suitability tasks, product control, lookback, and recall to interdict unsuitable components.
• Assist other departments with obtaining or clarifying health history to establish release or discard of collected donations and donor eligibility.
• Perform duties related to abnormal test findings: monitoring/updating deferrals, entering reason comments, ordering and monitoring additional test results, lookback for prior products, required notifications to donor/MD/health department, and recipient tracing. Tests include infectious disease panels, hemoglobin screening, rare red cell donors, red blood cell antibodies, HLA antibody screening, abnormal platelet and white blood cell counts, etc.
• Request testing and perform reentry of donors with prior non-confirmed test results when eligible.
• Perform donor incident follow-up, including contacting donors, advising on suitable follow-up, data entry, and escalating cases to supervisors or medical directors when needed.
• Ensure donors are eligible or deferred and products are released or discarded according to regulations, donor eligibility, and Versiti policy for deferral, post-donation information, quarantine disposition, test result lookback, reentry, and transfusion investigation tasks.
• Perform other duties as assigned, such as electronic case work entry, investigating returned mail, record management, filing, copying/faxing/emailing, and other tasks reasonably within the scope of the role.
• Understand and perform in accordance with all applicable regulatory and compliance requirements.
• Comply with all standard operating policies and procedures.

Requirements

• Bachelor’s Degree in science/allied health field, nursing, or medical technology or Associate’s Degree in a related field plus an additional 2 years of experience in a health-related field working with donors/patients/clients.
• 1-3 years of experience in a health-related field working with donors/patients/clients preferred.
• 1-3 years of direct health care experience or infectious disease education/counseling preferred.
• Strong verbal and written communication skills in English and Spanish; Versiti’s language certification required.
• Strong interpersonal and effective written and oral communication skills.
• Ability to document events using medical terminology related to injury/reaction treatment.
• Basic mathematical aptitude, including addition, subtraction, multiplication, division, money, and time calculations.
• Strong assessment and problem-solving skills; ability to apply judgment to detailed instructions and handle variables in work, including frustrated or distraught donors and their families.
• Ability to collect and document pertinent details, establish facts, and draw valid conclusions.
• Ability to maintain concentration for long periods despite interruptions, with good cognitive, analytical, prioritization, and memory abilities.
• Willingness to seek assistance appropriately from supervisors and apply constructive feedback to improve performance.
• Ability to organize work for productive workflow when multitasking and managing multiple priorities.
• Ability to foster and maintain a professional, inclusive environment; work independently, efficiently, and with minimal supervision across all levels of management, staff, and health care professionals.
• Ability to interact confidentially and build relationships while maintaining HIPAA compliance and donor/associate confidentiality.
• Strong listening and verbal communication skills, including conveying factual information with compassion and ensuring understanding.
• Ability to interact calmly and professionally in adverse situations.
• Follow universal precautions and protective measures required by Versiti and regulatory agencies; may be exposed to blood or body fluids.
• Maintain knowledge of and observe all applicable regulatory requirements and practices, including AABB, FDA, State/County Departments of Health, and Versiti policies and procedures.

Skills

• Proficiency with personal computers (desktop, laptop, tablet) and general office equipment (phones, printers, fax, copy machines).
• Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook) and virtual meeting technologies.
• Ability to use reporting and statistic software provided by Versiti insurer(s).
• Ability to use a cell phone for on-call duties and reading company emails.
• Ability to learn and navigate efficiently through various computer programs/systems and websites required by Versiti.

Benefits

Versiti provides a comprehensive benefits package based on job classification. Full-time regular employees are eligible for:

• Medical, Dental, and Vision Plans
• Paid Time Off (PTO) and Holidays
• Short- and Long-term Disability
• Life Insurance
• 7% dollar-for-dollar 401(k) match
• Voluntary programs
• Discount programs

Pay

The target salary is based on internal averages and local market alignment. Compensation decisions consider internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared during the phone screening based on location and qualifications.