Donor Advocate Supervisor
Blood Center Headquarters (La Concha)
Donor Advocate Supervisor
Hours Per Week:
((( Pending Update ))))
GULF COAST REGIONAL BLOOD CENTER
TITLE/CODE: Donor Advocate Supervisor
DEPARTMENT Medical Services
SCOPE OF RESPONSIBILITY
Reporting to the Manager Medical Services assists in the supervision and coordination of all routine daily activities. Position supervises donor notification and donor reinstatement for positive infectious disease test results and other deferrals, manages Medical Services maintenance of appropriate donor eligibility criteria according to applicable regulations, manages therapeutic phlebotomies.
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.
- Ensures compliance with regulations for notification of relevant public health authorities of infectious disease test results
- Provides periodic instructional meetings to staff.
- Ensures that Donor Advocates staff are informed about work process changes or regulatory directives
- Schedules and coordinates call coverage to ensure appropriate response to donor notifications over weekends, nights, and holidays
- Supervises response to customer complaints, questions, and any issues that arise from survey or other call or contact with The Blood Center
- Ensures the efficient performance of daily operations.
- Performs Donor Advocate Tasks when required by workload or staffing needs.
- Responsible for supporting and maintaining the department’s structured training plan to ensure effective cross-training.
- Ensures Donor Advocate Team Members are meeting internal and external customer expectations
- Resolves donor issues which are escalated in a timely manner.
- Develops and execute Coaching Plans based on needs of the function.
- Creates and maintains positive motivating environment and addresses disciplinary matters according to Blood Center Policies and Practices
- Prepares knowledge-based documents such as summaries and frequently asked donor questions.
- Enforce The Blood Center's policies on EEO, Affirmative Action and Safety/Health.
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.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATION REQUIREMENTS 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
Associates Arts Degree in Medical Technology or Science or related field and 2 years related experience or equivalent combination of education and supervisory experience. Strong written communication skills, effective time management and organizational skills
OFFICIAL TRANSCRIPT MUST BE PROVIDED AND KEPT IN PERSONNEL FILE.
CERTIFICATES, LICENSES AND REGISTRATIONS
OFFICIAL COPY MUST BE PROVIDED AND KEPT IN PERSONNEL FILE.
REQUIRED SKILLS AND ABILITIES
Demonstrated management and supervisory skills
Excellent verbal and written communication skills
Knowledge of Customer Service Principles
Organized with attention to details
Ability to resolve donor complaints, issues while remaining calm
Ability to coach and mentor Donor Advocate Staff
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
Must be able to work irregular hours.
POSITION DRIVING STATUS
PHYSICAL DEMANDS 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 regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT 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 is regularly exposed to blood and/or blood components, as well as other biohazardous materials. The employee is occasionally exposed to moving mechanical parts, extreme cold, risk of electrical shock, and risk of radiation. The noise level in the work environment is usually moderate.
Job duties involved 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.