Donor Management II

At New York Blood Center, one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.

This position is responsible for responding to all NYBCe customer service donor concerns and NYBCe negative survey responses. This position will contact the donors who have had a negative experience with NYBCe with the intent to recover the donor and rebook. This position will document all NYBCe customer service donor concerns and NYBCe survey responses with the intent to report to NYBCe regional management. This position is responsible for accurately obtaining required information from NYBCe autologous and directed donors via telecommunications, scheduling appointments, and correctly entering all necessary data pertinent to the medical procedure. This position will work with NYBCe Medical Directors to obtain clearance for autologous and directed donors when necessary. This position will also be responsible for handling the process of releasing and discarding autologous unit exceptions by working with, and obtaining approval from, the NYBCe Medical Director and the Hospital Blood Bank Director This position is also responsible for tracking autologous and directed units from collections to delivery to the hospitals. This position is responsible for confirming Hemochromatosis donor's eligibility and booking the donor in NYBCe's scheduling system. This position handles all research projects assigned to Specialty Collections.

* Handles all NYBCe customer service donor concerns by calling each donor with the intention to remedy the negative experience and to retain and rebook the donor.
* Handles all NYBCe donor survey data with a negative review, by calling each donor to talk about their negative experience with the focus on retaining and rebooking the donor.
* Track all follow-up with NYBCe donors in DonorCare for eventual reporting to NYBCe management.
* Works with NYBCe Collections, Recruitment and Technical Operations Management to investigate donor concerns and document all findings into DonorCare.
* Interact with a variety of internal and external customers and addresses questions as they arise.
* Can provide concierge booking and liaison service to donors as requested.
* Collect required information from autologous and directed donors via telecommunications, input information into the BECS to create patient files, and schedules donors based on templates.
* Prepare and disclose files for scheduled donations in an accurate, legible, and complete manner.
* Scan and fax paperwork to patient physicians to obtain clearance for autologous donors with medical problems to donate their blood for surgery and to obtain clearance to freeze autologous units for future use.
* Request special testing, ordered by the hospital, to Client Services.
* Notify the Component Lab and Hospital Services of any special requests for the autologous or directed unit by the ordering physician or the hospital blood bank.
* Oversee the shipment of autologous and directed units ahead of surgery by communicating with the hospital blood bank, the Component Lab, Hospital Services and Client Services.
* Confirm status of autologous and directed units with pending tests within 72 hours of collection in order to release or discard the unit.
* Work with the Hospital Blood Bank Director and NYBCe Medical Directors to release or discard autologous units with positive viral markers, overweight units, low volume units or units with long bleed times by obtaining clearance and handling the task in BECS.
* Work with NYBCe Medical Directors to release emergency directed units.
* Compile Hemochromatosis order forms from physicians, review for eligibility to donate and schedule the donors.
* Manage all ordering of supplies and payment of invoices for the department.
* Oversees GRM record keeping.
* Handles all special projects assigned to Specialty Collections.

* Works on projects as needed
* Makes recommendations to improve business unit practices and processes.
* Any related duties as assigned.

Education:

Associate's degree and 3 or more years of customer service experience.

Experience:

• One to two years of experience as a customer service representative in a call center environment is preferred.

Required Licenses / Certification:

• Valid driver's license.

Any combination of education, training and experience that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.

For applicants who will perform this position in New York City or Westchester County, the proposed hiring rate is $24.65p/hr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant's skills, job-related knowledge, and experience.

Unless otherwise specified, all posted opportunities are located in the New York or Greater Tri-State office locations.