Job Description

Customer Experience Opportunity

This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the NMDP registry who are being asked to save a patient's life. The role involves using investigative skills in partnership with information from within NMDP systems to locate and contact donors. Candidates must effectively engage donors who could have misconceptions about the donation process. Responsibilities of this role include the ability to access information from within NMDP systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly.

The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through. Good guardianship of member confidentiality and identity is required. Role supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management. Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavy blended (inbound and outbound) call environment. This is a remote position (US).

Accountabilities

• Contact Members/Donors for Donor Search-Related Activities
• Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid Search Engines, and social media to locate updated contact information.
• Educates donors (advanced) - Reinforces commitment and retention messages to donors. Asks open-ended questions to assist in overcoming donor barriers to donation. Utilizes reflective listening skills, summarizes conversations, and assesses the next steps in the donation process.
• Practices behavioral coaching techniques- ask open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process.
• Conducts donor health screening (advanced) - Collects donors' medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps.
• Coordinates blood draws (appointment time, location, kit ordering, donor/kit tracking) and completing follow-up forms as needed.
• Completes operational activities within established timelines and standards and maintains compliance with identified department performance standards.
• Practices good guardianship of member confidentiality and identity through appropriate use of available people finder tools.
• Completes first contact activities within established timelines. Provides required updates to Provider Services, as applicable. Documents all donor activity in STAR Link/Salesforce donor file. Completes all appropriate NMDP documentation.
• Maintains standards and compliance with identified department performance standards to increase the number of donors moving forward to donation.

Establishes and Maintains Good Relationships with Donor Operations

• Maintains understanding of donor operations processes and unique customer requirements.
• Upholds, develops, and supports relationships with Provider Services, NMDP KitMaker and external laboratory partners or other draw sites to maintain phlebotomy sites throughout service areas.
• Collaborates with other teams and departments to achieve goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy).
• Collaborate closely with Workup teams to manage details and ensure smooth and timely hand-offs of donor cases.

Other Duties as Required for Team/Department Operations

• Maintains on-going knowledge of HLA, and blood stem cell transplantation.
• Assists in maintaining STAR Link donor database.
• Participate in shared team responsibilities and staff back-up including coverage of calls in the general team call queues, while servicing those member/donor files as needed with excellent customer service/resolution.
• Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.

Required Qualifications

• Knowledge of: MS Office, including basic word processing, spreadsheet, and database software application skills.
• Proficiently applying computer skills and engaging with customers simultaneously.
• Advanced internet research skills including familiarity with social media.

Ability to:

• Demonstrate strong communication skills and the ability to ask probing questions while working in a mission-driven call center environment.
• Manage a high volume of challenging file types.
• Apply appropriate use of available people finder tools, as deemed necessary.
• Deliver solid customer service while utilizing proven critical thinking and problem-solving skills, while employing a high degree of emotional intelligence.
• Integrate new and evolving knowledge into daily work and utilize multiple resources and tools to complete work.
• Demonstrate proficiency by multitasking in a fast paced and multi-media (phone, email, text, mail) environment with observable proficiency.
• Convey medical information to donors, manage confidential information appropriately, and employ strong documentation practices.
• Contribute to a team environment and take initiative and responsibility for independent work as needed.
• Complete work with a high level of accuracy, attention to detail and follow-through.
• Maintain flexibility in work hours to accommodate staffing needs; evening/weekend hours may be required.

Education and/or Experience:

• Bachelor's degree in human services or a Health Care related field is required. However, upon evaluation, equivalent related Health Care experience and/or education may be substituted for the degree requirement. Additional educational experience in public health, psychology, or health promotion is preferred.
• Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change. Three years customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
• Experience with basic word processing and data entry required.

Preferred Qualifications:

• Familiarity with medical terminology and advanced health screening experience preferred.
• Familiarity obtaining informed consent.
• Experience in target-driven sales environment.
• Familiarity with digital social platforms and social media applications.

Benefits:

NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information.

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