Donor Experience Specialist (664)

General Summary

Donor Experience is a department within South Texas Blood & Tissue that ensures our blood operation services provided are always Donor-centric.

The Donor Experience Specialist, I ensure that the entire donation process Experience is professional and one that attempts to fulfill the individual motivations of what calls each Donor to choose to give their lifesaving gift. 

The Donor Experience Specialist, I ensure Donor Center Donor and Mobile Donor donation "thank you" incentives.

The Donor Experience Specialist, I engages with Donors, blood drive coordinators, all internal South Texas Blood & Tissue stakeholders, other BioBridge Global business units, Global Quality & Compliance, and our BBG functional support groups every day to seek out, receive, gather, analyze, review, forward and/or respond to Donor feedback, questions, comments, and ideas.

The Donor Experience Specialist, I am committed to ensuring that Donors receive an excellent Donor Experience. Specifically, the Donor Experience I actively, prescriptively, and collaboratively ensures that every Donor, every time, is both treated with appreciation and that she/he receives the absolute best of donation process Experience.

Most importantly, the Donor Experience Specialist, I ensure that the Donor Experience fulfills the root of what motivates and calls each and every Donor to choose to give.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

Major Duties and Responsibilities

Essential Tasks 

• Welcome, educate, register, and convert those eligible for apheresis blood Donors to make the most impactful donation that meets the needs and demands of Hospitals.

• Educating Donors about RBCs, DRBCs, Platelets, Granulocytes, Plasma and (when applicable), TRT Donation• Routinely perform Donor Registration and Scheduling tasks; computer data related entry; and evaluate Donors for their donation eligibility.

• Support other Donor Centers when their computers systems are not working

•Demonstrate ability to navigate expertly through Donor scheduling software(s)

• Support the re‐scheduling of Donor appointments, prior to Donor leaving the collection venue

• Program, enter and verify for first time-accuracy, Hemaconnect Fixed Site Donor incentive points programming as required

• Welcome visitors and contractors, accept drop-offs, answer telephones, appropriately route calls, take messages, and distribute Donor incentives as required.

• Answering Donor questions regarding incentives and promotions.

• Engage with Donors following their donation to capture feedback on the Donor Experience.

• Regularly report feedback relating to Donors, Donor groups, departmental operations, Donor Pavilion volunteers and or visitors to supervision.

• Route calls to appropriate resource and communicate with other areas regarding the status of customer complaints/inquiries.

• Assist Donors with STB&T Donor App downloading and with App general functionality.

• Perform duties associated with Double your Impact (DYI) co-management and Daily/Monthly/Yearly Fixed Site Rebooking reports.

• Perform Donor account updates in applicable systems as required.

• Demonstrate, manage, prioritize, and respond to customer issues, questions and complaints via telephone, email, and other platforms.

• Identify and escalate priority issues

• Emailing and calling Supervisor/Manager/Donor Eligibility/Donor Advocate Nurse on Donor matters/questions.

• Appropriately log customer concerns in established systems, consistently making re-contact with the Donor within 72 hours to resolve Donor matters.

• Forward Blood Drive LEADs to Donor Recruitment Account Managers.

• Updating / editing of Donor Reward Store Points as required.

• Delivering, receiving, and retrieving items from interoffice mail and Hospital Services.

• Crosstrain as appropriate for key tasks within Donor Experience; and in alignment with the Donor Experience career progression framework.

• Must consistently exhibit active listening with internal personnel and external Donor and Blood Drive Coordinators.

• Exhibit excellent phone etiquette and manage high call volumes, minimizing number of phone transfers when addressing Donor issues.

• Maintain a close working relationship with departmental management and staff.

• Maintain successful interaction with internal/external stakeholders/Donors to improve operating efficiencies with all stakeholders.

• Maintain competency and complete required training in a timely manner.

• Maintain attentiveness for safety, security concerns and escalate, as necessary.

• Assists with STB&T administration office clerical support as needed.

Performs other duties as assigned.

Education 

Required Minimum Education

Requires a High School diploma or GED and specialized or technical training.

Preferred Education

Prefer sixty (60 hours from an accredited college or university or associate degree from an accredited university.

Licenses and/or Certifications

• Valid United States Driver’s License

Required Minimum Experience

 • Requires one year of customer service experience / Donor experience and or Donor engagement experience.

Preferred Experience 

Prefer scheduling software Experience. 

Prefer Blood Establishment Computer Systems Experience.

Prefer Blood Center Donor experience or related medical areas experience.

Experience Exception to Education

In some cases, an equivalency, consisting of a combination of appropriate education, training and or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. 

Knowledge

• Must be able to learn, understand and abide by FDA regulations and current Good Manufacturing Practices (cGMPs).• Must be able to learn, understand and abide by Standard Operating Procedures (SOPs) and policies.

• Must be able to learn and become articulate in discussing, educating for, and recruiting new and periodic Blood Donors in the importance of and need the community for them to become regular and ongoing Blood Donors.

 • Must be able to learn daily blood needs and convey the necessity of donating to the potential Donor.

 • Must be able to learn blood product types, collection terms and definitions to be able to convey this knowledge to our communities and/or visiting Donors as necessity.

 • Must be able to learn general work procedures, Donor qualifications, paperwork, blood types, blood donation process and donation procedures.

 Skills

• Must be able to develop skills to simultaneously listen and enter information into multiple screens with first time-right accuracy

• Must be able to develop excellent telephone, written, email and oral communication skills.

• Must be able to develop skills using Microsoft Office applications including Word, Outlook, Visio, PowerPoint, and Excel.

• Must be able to develop and utilize interpersonal communication skills.

• Must be able to learn organizational, customer service, and troubleshooting skills.

• Must be able to develop exceptional networking skills.

• Must be able to develop multi-tasking, time management, customer service, public speaking, organizational, and conflict de-escalation skills.

• Bilingual in English/Spanish is not required but, a helpful skill.

• Must be capable of operating motor vehicles in all types of weather conditions.

Abilities

• Must be able to keep information confidential.

• Must be professional, organized, detail oriented, communicative, and have the ability to greet the public in a friendly and courteous manner.

• Must be able to work with patience, resilience, and courtesy while managing Donor matters.

• Must be able to learn and proficiently use scheduling and Donor Experience software solutions.

• Must be able to communicate clearly and courteously with department staff, other departments, Donor Pavilion volunteers, Donors, Blood Drive Coordinators, and visitors.

• Must be able to assess customer concerns and provide resolution or escalate appropriately.

• Must be results oriented, self‐starter, self‐motivated, a focus on goals, a sense of urgency and creative/innovative/ forward-thinking skills. 

• Must be neat in appearance and well groomed.