Group Leader - Customer Service

About This Role

Leading the customer service team, the group leader ensures the efficient flow of donors through the center and provides training and guidance to reception staff. This role suits someone with a customer service background, preferably in healthcare, who can also assist with donor screening and equipment calibration.

Responsibilities

• Train the reception staff and facilitate efficient donor flow through the center under limited supervision
• Assist qualified donors in completing the screening process, following standard operating procedures (SOPs)
• Educate new donors on the therapeutic products made from donated plasma
• Answer the telephone and assist in providing appropriate information to callers
• Maintain alertness and awareness to any reaction a donor may have during or after the pheresis process and notify appropriate staff
• Maximize donor flow by allocating staff and resources to appropriate tasks or center areas
• Conduct daily calibration of equipment and resolve any issues; document issues and replace equipment as needed
• Provide guidance and technical training on processes and procedures to reception staff and other staff as required
• Support center management by providing input related to staff scheduling, donor relations, and technical procedure issues
• Ensure accurate recording of donor data in the electronic donor information management system as outlined in SOPs
• Follow all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures

Requirements

• High School Diploma or equivalent vocational or technical training
• Minimum of 18 months of experience in a clerical or customer service related position, preferably in a healthcare or plasma collection environment, or equivalent combination of education and experience
• Ability to perform basic math calculations
• General knowledge of plasma pheresis operation

Benefits

• CSL Plasma benefits

About the Company

CSL Plasma operates one of the world 's largest and most sophisticated plasma donation networks, with nearly 330 donation centers in the U.S. and Europe. CSL Plasma is a subsidiary of CSL, a global biopharma company. Plasma collected at CSL Plasma facilities is used by CSL for the sole purpose of manufacturing lifesaving plasma-derived therapies for people in more than 100 countries. The parent company, CSL, is headquartered in Melbourne, Australia, and employs over 29,000 people.