Group Leader - Customer Service

Donor Center Manager

Responsibilities: Under limited supervision, responsible for training the reception staff and facilitating efficient donor flow through the center. Following standard operating procedures (SOPs), assists qualified donors complete the screening process. Educates new donors on the therapeutic products made from donated plasma. Answers the telephone and assists in providing appropriate information to the caller. Maintains alertness and awareness to any reaction a donor may have during or after the pheresis process and notifies appropriate staff. Maximizes donor flow by allocating staff and resources to appropriate task or center area. Conducts daily calibration of equipment and resolves any issues; documents issue and replaces equipment as needed. Provides guidance and technical training on processes and procedures to reception staff and other staff as required. Supports center management by providing input related to staff scheduling, donor relations and technical procedure issues. Ensures accurate recording of donor data in the electronic donor information management system as outlined in SOPs. Follows all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.

Qualifications: High School Diploma or equivalent vocational or technical training. Minimum of 18 months experience in a clerical or customer service related position, preferably in health care of plasma collection environment or equivalent combination of education and experience. Ability to perform basic math calculations. General knowledge of plasma pheresis operation. Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.