Customer & Patient Experience Representative/Donor Management I - Westbury

Overview

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.

Responsibilities

This position is responsible for accurately obtaining required information from autologous, directed and Hemochromatosis donors via telecommunications, scheduling appointments for the organization, addressing any donor concerns, and correctly entering all necessary data pertinent to the medical procedure.

This position will also be responsible for handling the process of releasing and discarding autologous unit exceptions. This position is also responsible for tracking autologous and directed units from collections to delivery to the hospitals.

This position handles all research projects assigned to Specialty Collections.

• Interact with a variety of internal and external customers and addresses questions as they arise.
• Provide customer service to internal and external customers.
• 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.
• Track and notify management of autologous and directed units not shipped in specified time frame.
• Handle the process of evaluating, releasing and / or discarding autologous unit exceptions
• Aid with donor advocacy by addressing donor concerns and tracking donor concerns into a computerized system.
• Compile Hemochromatosis order forms from physicians, review for eligibility to donate and schedule the donors.
• Ensures compliance of applicable regulatory requirements for source plasma.
• Monitors plasma from collection to shipment.
• Schedule source plasma appointments.
• Assist with handling of Special Collections deviations by creating and answering all assigned deviations.
• Participate in the development, implementation and revision of policies and procedures related to Special Donor Programs.
• Acts as a liaison and medical resource person to donors, physicians, hospital personnel, and staff to coordinate special donations.
• Manage all ordering of supplies and payment of invoices for the department.
• Oversees GRM record keeping.
• Handles donor communication regarding donor surveys by replying to the donor and documenting in DonorCare.
• Works on projects as needed.
• Makes recommendations to improve business unit practices and processes.
• Any related duties as assigned.

Qualifications

Education :

High School diploma and college coursework in the healthcare field.

Related 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.
• CPR Certification preferred.

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 $22.42p / 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.