Donor Experience Specialist II

Donor Experience Specialist II

General Summary

Donor Experience is a department within South Texas Blood & Tissue that ensures our blood operation services provided are always Donor-centric.

The Donor Experience Specialist, II ensures that the entire donation process Experience is professional and one that attempts to fulfill the individual motivations of what calls each Donor to choose to give their lifesaving gift.

The Donor Experience Specialist, II ensures Donor Center Donor and Mobile Donor donation "thank you" incentives. The Donor Experience Specialist, II engages with Donors, blood drive coordinators, all internal South Texas Blood & Tissue stakeholders, other BioBridge Global business units, Global Quality & Compliance, and our BBG functional support groups every day to seek out, receive, gather, analyze, review, forward and/or respond to Donor feedback, questions, comments, and ideas.

The Donor Experience Specialist, II is committed to ensuring that Donors receive an excellent Donor Experience. Specifically, the Donor Experience Specialist II actively, prescriptively, and collaboratively ensures that every Donor, every time, is both treated with appreciation and that she/he receives the absolute best of donation process Experience.

Most importantly, the Donor Experience Specialist, II ensures that the Donor Experience fulfills the root of what motivates and calls each and every Donor to choose to give.

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

· Successfully perform all the major duties, responsibilities, and essential tasks of a Donor Experience Specialist, I, with the required knowledge, skills, and abilities.

· Maintain successful interaction with internal/external stakeholders/Donors to improve operating efficiencies with all stakeholders.

· Perform Donor account updates in applicable systems as required.

· Demonstrate, manage, prioritize, and respond to customer issues, questions and complaints via telephone, email, and other platforms.

· Monitor and address Donor Surveys, Blood Drive Coordinator Survey, portal comments, social media comments – monitoring issues with timely response/follow-up, reporting; in partnership with BBG corporate social media.

· Identify and escalate priority issues.

· Emailing and calling Supervisor/Manager/Donor Eligibility/Donor Advocate Nurse on Donor matters/questions.

· Report to supervisor issues such as complaints or compliments relating to Donors, Donor groups, DS volunteers or departmental operations.

· Route calls to appropriate resource and communicate with other areas regarding the status of customer complaints/inquiries.

· Appropriately log customer concerns in established systems, consistently making re-contact with the Donor within 72 hours.

· Forward Blood Drive LEADs to Donor Recruitment Account Managers.

· Assist with Donor Recruitment efforts, as necessary, to meet Donor Experience needs and objectives.

· Maintain and coordinate Donor recognition incentive programs, including running daily and weekly reports, monitoring and assuring appropriate Donor Store inventory.

· Updating / editing of incentive points system-programming, as necessary.

· Assure timely and accurate Donor Store order fulfillment and distribution of Donor Store ordered items.

· Run appropriate reports to verify timely distribution of Donor Store point-redeemed items ordered through the store.

· Delivering, receiving, and retrieving items from interoffice mail and Hospital Services.

· Periodically, perform pick-pack Donor Store Workshop and offsite Warehouse inventories as needed or directed.

· Request and submit various invoices and POs as needed or directed.

· Interview for Donor Journeys.

· Support Donor Focus Groups; planning, coordination, and hosting.

· Support Post-Donor-Contest/Giveaway coordination.

· Produce Donor drawing to identify selectee of Donor-Contest/Giveaways.

· Assist in assuring Blood Drive success by identifying and gathering host groups’, Account Chairpersons’, Donors’, and Donor Focus Groups, and other internal stakeholder requirements and expectations for inside Account Blood Drives as well as outside Account Mobile Bus Blood Drives.

· Assist with STBTC events and efforts applicable to the Donor Experience by visiting Donor Centers and Mobile Blood Drive events as needed or directed.

· Provide administrative and technical support to and for other departments related to High School, College, and University Donor programs.

· Cross train as appropriate for key tasks within Donor Experience; and in alignment with the Donor Experience career progression framework.

· Maintain competency and complete required training in a timely manner.

· Maintain attentiveness for security concerns and escalate, as necessary.

· Assist with STB&T administration office clerical support as needed.

Performs other duties as assigned.

Non-Essential Tasks

Education

Required Minimum Education

Requires a high school diploma or general equivalency diploma

.

Preferred Education

Prefer sixty (60) hours from an accredited college or university or associate's degree from an accredited college or university.

Prefer Bilingual in English/Spanish but, not required.

Licenses and/or Certifications

· Valid United States Driver’s License

Experience

Required Minimum Experience

· Requires one and a half years of successfully utilizing Donor Experience network and software applications.

Preferred Experience

· Prefer scheduling software experience.

· Prefer Blood Establishment Computer Systems Experience. Prefer Blood Center Donor experience or related medical areas experience.

Experience Exception to Education

In some cases, an equivalency, consisting of a combination of appropriate education, training and or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge

· Must be knowledgeable of, understand and abide by FDA regulations and current Good Manufacturing Practices (cGMPs).

· Must be knowledgeable of, understand and abide by Standard Operating Procedures (SOPs) and policies.

· Must be knowledgeable of and articulate discussing, educating for, and recruiting new and periodic Blood Donors in the importance of and need the community for them to become regular and ongoing Blood Donors.

· Must be knowledgeable of daily blood needs and convey the necessity of donating to the potential Donor.

· Must be knowledgeable of blood product types, collection terms and definitions to be able to convey this knowledge to our communities and/or visiting Donors as necessity.

· Must be knowledgeable of general work procedures, Donor qualifications, paperwork, blood types, blood donation process and donation procedures.

Skills

· Must have skills to simultaneously listen and enter information into multiple screens with first-time-right accuracy.

· Must have excellent telephone, written, email and oral communication skills.

· Must be proficient in using Microsoft Office applications including Word, Outlook, Visio, PowerPoint, and Excel.

· Must have proficient interpersonal communication skills.

· Must have proficiency in organizational, customer service, and troubleshooting skills.

· Must have exceptional networking skills.

· Must be proficient at multi-tasking, time management, customer service, public speaking, organizational, and conflict de-escalation skills.

· Bilingual in English/Spanish is not required but, a helpful skill.

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

Abilities

· Must fully demonstrate keeping information confidential.

· Must fully demonstrate communicating clearly and courteously with department staff, other departments, Donor Pavilion volunteers, Donors, Blood Drive Coordinators, and visitors.

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

· Must fully demonstrate working with patience, resilience, and courtesy while managing Donor matters.

· Must fully demonstrate assessing customer concerns and provide resolution or escalate appropriately.

· Must fully demonstrate and proficiently use scheduling and Donor Experience software solutions.

· Must fully demonstrate both quality and accuracy while performing data entry and data retrieval duties.

· Must fully demonstrate multi-tasking in a fast-paced work environment with often-changing priorities and perform multiple requests simultaneously while maintaining quality and accuracy.

· Must fully demonstrate being professional, organized, meticulous, communicative, and can greet the public in a friendly and courteous manner.

· Must fully demonstrate a good working relationship with co‐workers, supervisors, Donors, and Blood Drive Coordinators.

· Must fully demonstrate being a self‐starter and self‐directed worker with a high commitment to completing tasks on time.

· Must fully demonstrate completing all work assignments and paperwork w/ first-time-accurately and on time.

· Must fully demonstrate working well independently and collectively as a Donor Experience team member.

· Must be neat in appearance and well groomed.

Working Environment & Travel Requirements

Works in well-lighted, air-conditioned and heated vehicle or office environments, but may work in confined spaces and non-climate controlled conditions.

May be exposed to electrical and chemical hazards and other conditions common to an office environment.

May be required to work at any time of the day, evening or night during the week or weekend to include being on-call. Occupational Exposure Assignment - Category II

Travel Requirements

Ability to use personal motor vehicle for company business required.

Physical Requirements

Must be able to drive on behalf of the organization.

Will sit, stand, walk, and bend during working hours.

Requires ability to reach, lift and carry up to 50 lbs.

Requires manual and finger dexterity and eye-hand coordination.

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

Requires ability to work in confined or tight spaces.

Requires face to face interaction with co-workers and/or others.