Donor Advocate Coordinator
Blood Center Headquarters (La Concha)
Donor Advocate Coordinator
Hours Per Week:
GULF COAST REGIONAL BLOOD CENTER
TITLE/CODE: Donor Advocate Coordinator
DEPARTMENT Medical Services
SCOPE OF RESPONSIBILITY
Position is responsible for the primary corporate link to donors who wish to express praise or concerns regarding TBC operations or personnel’s actions relating to donor recruitment, have questions about donor eligibility, the donor collection process, risk management or customer care, as well as donors who wish to use TBC’s special donation services.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
- Excellent team player with working knowledge of blood banking procedures, standards and regulations.
- Ability to handle multiple projects effectively.
- Ability to work within tight timeframes.
- Ability to maintain confidentiality.
- Ability to document details accurately.
- Prepares, reviews and documents deferral notifications, test results, reinstatement notifications, test authorization release forms, reports to physicians and reports to local health department as regulations require.
- Prepares, reviews, investigates and reports potential recall of blood components after investigation of the daily On-site Deferral Report.
- Receive, assess and coordinate reporting of donor illnesses, and when necessary, send notification to Unit Recall Group for follow-up.
- Communicates/mails Care Post Cards, as appropriate, to donors experiencing adverse reactions/hematomas following donations and documents information into TBC Reaction Repository.
- Excellent communication skills in English, both verbally and in writing, to convince, persuade, inform and calm others.
- Exhibit calm and professionalism when dealing with emotional customer/donors and demonstrate flexibility as conditions warrant.
- Excellent customer service skills required in working with input from various sources.
- Ensures prompt and accurate processing of autologous, directed and therapeutic orders and related records and communication.
- Effectively communicates and disseminates prompt and accurate information related to testing performed on donor blood, test results, and deferral status to donors and physicians.
- Assists Donor Collections staff with the determination of donors’ eligibility/acceptability for voluntary blood donation.
- Creates, revises and reviews SOPs.
- Accurately maintains deferred donor directory (DDD), assists with the investigation of questionable or erroneous computer deferrals and re-evaluates donor eligibility based on the outcome of the investigation.
- Resolves donor information discrepancies on donor records.
- Takes responsibility/ownership of mistakes and follow any corrective action plan provided by TBC management.
Must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others. Must comply with all applicable safety rules and policies and be willing to report actual and potential safety violations to the appropriate supervisor or manager.
Must maintain regular and acceptable attendance at such level as is determined in The Blood Center’s sole discretion.
Full time: must be regularly available to work at least 8 hours per day, 40 hours per week, or such other days or hours per week as The Blood Center determines are necessary to meet business needs.
Overtime (applicable only to non-exempt positions)
Must be available and willing to work such overtime per day or per week as The Blood Center determines is necessary or desirable to meet business needs.
Weekend and Holidays
Must be available and willing to work such weekends and holidays as The Blood Center determines are necessary or desirable to meet its business needs.
Must be occasionally able to work at off-site locations and to either transport self or be transported to same.
On Call Time
Must be able to work on call as The Blood Center determines is necessary to meet business needs.
This position has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE
High school Diploma or GED (Associate's Degree from an accredited college or university is preferred) and minimum two (2) years of previous job related experience in either a technical or clerical function in a regulated medical environment (blood banking experience strongly preferred); Experience in data entry along with knowledge of computers; Some experience in customer service or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS AND ABILITIES
Excellent customer service skills
Computer Literate: SafeTrace, Microsoft Office; Microsoft Excel, Business Objects
POSITION DRIVING STATUS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to operate a computer and other office machinery and remain in a stationary position. The employee must frequently lift and/or move up to 10 pounds. Employees are required to be familiar with and abide by the team lift requirements as specified in the Safety Program.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may possibly be exposed to blood and/or blood components, as well as any other biohazard materials. The employee is occasionally exposed to moving mechanical parts and risk of radiation. The noise level in the work environment is usually moderate.
Job duties involve an inherent potential for mucous membrane or skin contact with blood with a risk of exposure to Hepatitis and HIV.
EQUAL OPPORTUNITY EMPLOYER STATEMENT
The Blood Center is an Affirmative Action/Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.