Please apply online using a laptop or desktop computer.
This position provides high quality customer service by performing operational services for donors listed on the Be The Match Registry®. This includes accessing information from within Be The Match systems, contacting, confirming interest, and assessing health conditions, updating donor demographics, and completing/managing all other related record updates and documentation accordingly. Candidates must possess strong communication skills and demonstrate the ability to ask probing questions and practice reflective listen skills. The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through. Good guardianship of member confidentiality and identity. Supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management. Demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavy blended (inbound and outbound) call environment.
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Being available to our donors is a top priority for our search team. It ensures we’re creating an exceptional donor experience and that we’re able to move quickly to deliver life-saving products to our patients when they need them. To staff accordingly, this position works a pre-determined schedule that requires two 10:00am - 6:30pm (PST) shifts and three 8:00am - 4:30pm (PST) shifts, Monday through Friday.
In addition, we require each Donor Operations Specialist to complete an initial training period to equip you with the knowledge, tools and resources to be successful before working with our donors. The training lasts 6 weeks and runs from 9 am - 5:30 pm, Central Time each day. The tentative start date is Monday, September 11. Please consider the above requirements when determining your interest in this opportunity. This is a remote position in Pacific Time Zone (US). #LI-Remote
Check out our video Saving Lives: It’s the Best Job Ever
Check out our video Best Job Ever: Donor Operations Specialist
ACCOUNTABILITIES:
Contacts Donors for Donor Operations Related Activities that Include Assessing Donor’s Physical and Emotional Qualifications:
- Donor Education (advanced) - Reinforces commitment and retention messages to donors. Practices behavioral coaching techniques- asks open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses next steps in the donation process.
- Donor Health Screening (advanced) - Collects donors’ medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Clinical Workup Specialists, Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps.
- Coordination of Blood Draws (appointment time, location, kit ordering, donor/kit tracking) and completing follow-up forms as needed.
- Completes operational activities within established timelines and standards and maintains compliance with identified department performance standards. Provides required updates to Case Management and communicates search activity resolution with donor. Documents all donor activity in STAR Link and donor file. Completes all appropriate NMDP documentation.
Establishes and Maintains Good Relationships with Donor Engagement Team, Donor Center Staff, Collaborating Departments, and External Vendors:
- Maintains understanding of donor operations processes and unique customer requirements.
- Upholds, develops, and supports relationships with Donor Engagement Team, NMDP KitMaker and external laboratory partners or other draw sites to maintain phlebotomy sites throughout service areas.
- Collaborates with other teams and departments to achieve goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Case Management, Search Advocate).
- Collaborates closely with Workup teams to manage details and ensure smooth and timely hand-offs of donor cases.
Other Duties as Required for Team/Department Operations:
- Maintains on-going knowledge of HLA, and blood stem cell transplantation.
- Assists in maintaining STAR Link donor database.
- Participates in shared team responsibilities and staff back-up including coverage of calls on the general team “phone skill” and servicing those donor files as needed with a demonstration of excellent customer service/resolution skills.
- Participates in continuous improvement, pilot projects and other workflow management projects as requested.
- Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.
- Applies appropriate use of available people finder tools, as deemed necessary.
- Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools and other identified resources. Collaborates with recruitment groups as needed. Identifies new search tools and methods as available.
- Utilize provided search tools to identify and locate difficult to find donors.
- Manage high volume of challenging file type.
REQUIRED QUALIFICATIONS:
Knowledge of:
- MS Office, including basic word processing, spreadsheet, and database software application skills.
- Proficiently applying computer skills and engaging with customers simultaneously.
Ability to:
- Deliver solid customer service while utilizing proven critical thinking and problem-solving skills.
- Integrate new and evolving knowledge into daily work and utilize multiple resources and tools to complete work.
- Demonstrate proficiency with multitasking in a fast paced and multi-media (phone, email, mail) environment with observable proficiency.
- Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
- Contribute in a team environment and to take initiative and responsibility for independent work as needed.
- Complete work with a high level of accuracy, attention to detail and follow-through.
- Maintain confidentiality related to information contained in files or records retained within the department.
- Maintain flexibility in work hours to accommodate staffing needs; evening/weekend hours may be required.
Education and/or Experience:
- Bachelor’s degree in Health Care or a related field is required. However, upon evaluation, equivalent related experience and/or education may be substituted for the degree requirement. Additional educational experience in public health, social work, psychology, or health promotion is preferred.
- Three plus years of professional experience in demonstrating ability to communicate effectively with individuals in a clinical healthcare setting or direct patient care. Experience with basic word processing and data entry required.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Familiarity with medical terminology and advanced health screening experience.
- Familiarity obtaining informed consent.
Be The Match offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: Be The Match Benefit Information
Hourly Rate: $24 - $39
- Pay Basis: Hourly
- Schedule: Full-time
- Driver Policy: No
- Job Family: Operations
- Career Category: Professional
- Career Level: 5
