Leading the customer service team, training reception staff, and ensuring efficient donor flow are the main duties of this role. The Group Leader also handles donor registration and has general knowledge of plasma pheresis operations.
Responsibilities
Assist qualified donors in completing the screening process in compliance with Standard Operating Procedures (SOP)
Assess self-administered health history, answer basic medical questions, refer donors to medical staff when appropriate, and perform health screening procedures (blood pressure, pulse, weight, temperature)
Perform finger stick to obtain sample for donor
Register applicant and transfer donors based on appropriate training and operational needs
Educate new donors on therapeutic products, screening process, health screening tests, appointment system, donation fees, center policies, proper nutrition, and other pertinent information
Ensure all donor questions are answered timely, accurately, and professionally
Answer the telephone and assist in providing appropriate information to callers
Maintain alertness to any donor reaction during or after the pheresis process and notify appropriate staff
Maximize donor flow by allocating staff and resources to appropriate center areas or tasks
Conduct daily calibration of equipment according to SOP and Plasma Operating Procedures (POP)
Resolve calibration issues and troubleshoot equipment failures
Create incident documentation, remove and/or replace equipment from service
Provide guidance and technical training on processes and procedures to reception staff and other staff as required
Support center management by providing input into staff scheduling
Resolve minor donor relations and technical procedure issues
Refer employee relations issues to center management staff
Ensure accurate recording of donor data in the electronic donor information management system as outlined in SOPs
Understand policies and procedures associated with hyper immune programs if applicable
Maintain a clean and efficient work environment, and ensure sufficient operating supplies and forms are available
Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures
Promote safety in all actions and may conduct routine audits of internal procedures and documentation
Maintain confidentiality of all personnel, donor, and center information
May be cross-trained in other areas to meet business needs
Perform other job-related duties as assigned
Requirements
Millions of jobs, with real people getting hired every day
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1,000,000+
Tailored applications submitted
High school diploma or equivalent required
Minimum of 18 months experience in a clerical or customer service related position, preferably in health care or plasma collection environment, or equivalent combination of education and experience
Ability to perform basic math calculations
Ability to make decisions which have moderate impact on immediate work unit
Ability to understand, remember, and communicate routine, factual information
Ability to see and speak with customers and observe equipment operation
Occasionally perform tasks while standing and walking up to 100% of time
Ability to reach, bend, kneel, and have a high level of manual dexterity
Occasionally be required to lift and carry up to 25 pounds
Ability to work in a fast-paced environment with frequent interruptions
Frequently exposed to hazardous chemicals, extreme temperatures, and bloodborne pathogens
Required to wear Personal Protective Equipment while performing specific tasks or in certain areas
Required to work overtime and extended hours to support center operational needs
Bilingual skills may be required at the discretion of the organization
Benefits
Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage
Company-provided basic life insurance and Short- and Long-Term Disability
Option to participate in CSL
401(k) Savings Program
Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business
Paid observed holidays as designated by the Company
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, headquartered in Melbourne, Australia, employs more than 29,000 people.
