Group Leader - Customer Service

Responsibilities:
• Under limited supervision, responsible for training the reception staff and facilitating efficient donor flow through the center
• Following standard operating procedures (SOPs), assists qualified donors complete the screening process
• Educates new donors on the therapeutic products made from donated plasma
• Answers the telephone and assists in providing appropriate information to the caller
• Maintains alertness and awareness to any reaction a donor may have during or after the pheresis process and notifies appropriate staff
• Maximizes donor flow by allocating staff and resources to appropriate task or center area
• Conducts daily calibration of equipment and resolves any issues; documents issue and replaces equipment as needed
• Provides guidance and technical training on processes and procedures to reception staff and other staff as required
• Supports center management by providing input related to staff scheduling, donor relations and technical procedure issues
• Ensures accurate recording of donor data in the electronic donor information management system as outlined in SOPs
• Follows all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures

Qualifications:
• High School Diploma or equivalent vocational or technical training
• Minimum of 18 months experience in a clerical or customer service related position, preferably in health care of plasma collection environment or equivalent combination of education and experience
• Ability to perform basic math calculations
• General knowledge of plasma pheresis operation

Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.