Donor Services Support Specialist

Provides first point of contact for all Donor Services incoming regulated inquires, collection process issues and requests related to SOP questions. Provides timely document review, tracks errors and offers solutions for Donor Services processes. Acts as a liaison to resolve internal processing errors and delivers outstanding internal customer service.

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Provides first point of contact support to incoming calls/emails/requests from Donor Services or representatives to answer questions, resolve issues and respond to inquiries

• Provides excellent customer service by responding to inbound calls in a timely manner and displaying professionalism towards all customers and documents all call information according to standard operating procedures

• Identifies Donor Service’s needs, clarify information, research every issue and provide solutions and / or alternatives

• Assists Donor Services and Recruitment department with meeting department metrics

• Provides support with validation of system related to Donor Services

• Initiates Smart CAPA, participate in error management and document resolutions.

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.

EDUCATION AND/OR EXPERIENCE:

High school diploma or equivalent and six months to one year related experience and/or training.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, ABILITIES AND SKILLS:

• Ability to adapt and communicate professionally and maintain cooperative working relationships with those contacted in the course of work

• Ability to multi-task, set priorities and manage time effectively

• Ability to read, understand and follow documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Ability to write routine reports and correspondence

• Strong phone and verbal communication skills and active listening skills

• Ability to follow oral and written instructions

• Familiarity with Donor Services practices (i.e. Smart Solve, RSA, and CAPA)

• Ability to speak effectively before groups or employees of the organization

• Ability to speak, write, read, and understand English

• Basic computer skills including knowledge of Microsoft Office applications

PHYSICAL REQUIREMENTS:

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.

Tasks involve ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Some tasks may involve manual dexterity, visual acuity, hearing acuity, and extended periods of time at a keyboard or work station.

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.　

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.　 The noise level in the work environment is usually moderate.

OneBlood is an Equal Opportunity Employer/Vet/Disability/Other Protected Categories