Donor Relations Associate

Donor Relations Associate

Job Code: 700333

Shift: Tues-Sat (Wednesdays from 10:30 a.m. - 6:30 p.m., Tues, Thurs, Fri, Sat from 9:00 a.m. - 5:00 p.m.)

FLSA Status: Non Exempt, OT Eligible

Job Family: Donor Contact Center

Business Unit Name: South Texas Blood and Tissue

General Summary

The Donor Relations Associate serves as the primary donor-facing representative at their assigned Donor Center and plays a key role in creating a welcoming, professional, and engaging donor experience.

This position is responsible for greeting and registering presenting donors, assisting with appointment management and walk-ins, supporting donor rebooking efforts, and helping maintain efficient front-desk operations.

As the “Face of the Donor Center,” the Donor Relations Associate partners closely with collection staff and site leadership to ensure donors feel valued, informed, and supported throughout their donation experience.

This role also assists with donor engagement initiatives, incentive programs, and donor outreach activities to support donor retention and collection goals.

When not actively supporting the in-person donor experience, the Donor Relations Associate will assist with telephone recruitment activities, including scheduling donors for future blood donation appointments through outbound and inbound calling efforts.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

Major Duties and Responsibilities

Essential Tasks

· Welcome, register, and assist presenting donors in accordance with Standard Operating Procedures (SOPs) and regulatory requirements.

· Provide a professional and engaging donor experience for scheduled donors, walk-ins, visitors, and guests.

· Assist with donor outreach efforts through donor rebooking and appointment scheduling via inbound and outbound calling to support collection goals.

· Educate donors on donation procedure types and help guide donors toward the most impactful donation based on blood type and operational needs.

· Ensure all donors complete the required medical history questionnaire prior to being screened for donation.

· Support donor flow and front-desk operations by partnering closely with collection staff and Donor Center leadership.

· Maintain awareness of the donor center environment and escalate donor, safety, security, or operational concerns appropriately.

· Engage with donors following donation to gather feedback and support donor satisfaction and retention efforts.

· Perform donor registration, data entry, clerical support, and administrative tasks as assigned.

· Perform other duties as assigned.

Performs other duties as assigned.

Non-Essential Tasks

· Assist other departments as required.

Education

Required Minimum Education

Requires a high school diploma or general equivalency diploma.

Licenses and/or Certifications

· Valid United States Driver's License

Experience

Required Minimum Experience

· No prior specific work experience required.

Preferred Experience

· Previous customer service or call center experience preferred.

· Previous scheduling software experience preferred.

Knowledge

· Must acquire a working knowledge of general work procedures, donor qualifications, paperwork, blood types, blood donation process and donation procedures.

· Must be familiar with and able to accurately schedule all applicable blood donation procedures.

· Must become familiar with daily blood needs to convey the necessity of donating to the potential donor.

· Must maintain knowledge of and perform according to Standard Operating Procedures (SOPs) and policies.

Skills

· Must have strong time management skills to ensure efficient and productive performance.

· Must have exceptional communication and networking skills.

· Must demonstrate competency in performing donor registration and data entry procedures.

· Must have experience using Microsoft Office applications including Word, Outlook, Visio, PowerPoint and Excel.

· Must have strong computer skills.

· Must have excellent telephone and email etiquette skills.

· Must be capable of operating motor vehicles in all types of weather conditions.

Abilities

· Must consistently meet or exceed tele recruitment goals of scheduling 150 donor appointments per month through outbound and inbound calling efforts.

· Must be able to complete all paperwork accurately and on time.

· Maintain good working relationship with co‐workers, supervisors, and donors.

· Must be a self-starter and self-directed worker.

· Must be able to communicate clearly and courteously with department staff, other departments, volunteers, donors and visitors.

· Must be neat in appearance and well groomed.

· Must be professional, organized, detail oriented, communicative, and have the ability to greet the public in a friendly and courteous manner.

· Must exhibit a calm demeanor, strong interpersonal and conflict de-escalation skills.

· Must be able to learn and proficiently use scheduling software solutions.

· Must be able to keep information confidential.

Working Environment & Travel Requirements

Works in a well-lighted air conditioned and heated laboratory/department.

May be exposed to electrical, mechanical and chemical hazards and other conditions common to a laboratory environment.

May be exposed to blood borne pathogens and other conditions common to a clinical laboratory environment.

May have bodily exposure to refrigerator/freezer temperature, especially hands and face.

May be required to work any time of the day, evening or night during the week or weekend.

Occupational Exposure Assignment - Category I

Physical Requirements

Must be able to drive on behalf of the organization.

Will require walking, bending, and prolonged sitting and/or standing during work hours.

Required to lift and carry relatively light materials.

Requires manual and finger dexterity and eye-hand coordination.

Requires normal or corrected vision and hearing corrected to a normal range.