Contact Center Associate/Apheresis Tele-Recruiter, Enterprise - Innovative Blood Resources

Overview

Memorial Blood Centers (MBC.ORG), a division of Innovative Blood Resources (www.innovativebloodresources.org), has been saving and sustaining lives since 1948. We supply blood and blood components, state-of-the-art laboratory services, and biomedical expertise to area healthcare partners, national blood centers, biotechnology companies, research institutions, and international clients. Operating 10 donor centers and conducting hundreds of blood drives each month, we are proud to be an independent nonprofit that supplies over 30 area hospitals and more than a dozen air ambulances with life-saving blood—from our community, for our community. 

Responsibilities

This position recruits, prescreens, and schedules apheresis/platelet donors via various telecommunications channels, provides information, addresses queries, and encourages apheresis/platelet donation to ensure platelet products supply, meeting current and future needs of the clients served.

Candidates must be able to report into one of the following NYBCe locations: Lincoln, Nebraska; St. Paul, Minnesota; Providence , RI and Newark, DE.

• Engage and Recruit: Make calls, text, and email current donors, across all divisions, to build relationships, educate them about apheresis/platelet donation., and schedule future appointments effectively while ensuring focus days are properly utilized to ensure inventory and hospital demand are able to be met.
• Champion Platelet Conversion: Use targeted outreach strategies and insightful educational materials to convert known donors into platelet donors. Leverage your soft sales skills to make a connection with donors, emphasizing the science based, patient based and donation specific data behind this critical procedure. May also attend local blood drives to assist with donor conversion.
• Possess a deep understanding of varying donor eligibility guidelines and utilize provided resource(s) to effectively educate donors to minimize on-site deferrals.
• Drive Results: Maintain minimum daily production thresholds for calls and appointments to meet platelet collection goals and contribute to the team's success.
• Ability to manage data via scheduling, canceling, and rescheduling appointments on the donor relationship management software. Accurately track and update donor information, including but not limited to call outcomes, donor suitability requests and record post-donation details, ensuring data integrity and supporting department operations. Will utilize multiple CRM’s as part of the day to day job function.
• Focus on action: Constantly innovating to optimize the platelet donor experience. Acts as a bridge between donors and leadership, ensuring critical concerns are heard and acted upon. Provides proactive feedback and suggestions regarding donor incentive, schedules, operations, etc.
• Communication is Key: Speak respectfully and professionally with donors, building trust, fostering commitment, and providing world class service on each interaction.
• Proactive Problem Solver: Maintain consistent communication with team leaders, while continuously identifying process improvement opportunities and take a proactive approach to find alternative solutions. Escalate critical technical issues with clear details and relevant evidence to ensure timely resolution.
• Multitasking Master: Actively handle inbound calls from donors and the main automated attendant, promptly addressing questions/inquiries, while directing calls for business partners appropriately. Assist donors via inbound text and e-mail, as assigned, while ensuring departmental service level agreements are met or exceeded.
• Engagement & Incentives: Participate in campaigns, events, and incentive programs to boost donor response and cultivate a positive atmosphere.
• Flexibility is Key: Ability to navigate changing priorities with focus and adaptability.

Qualifications

Education:

• High school diploma or equivalent.

Related Experience

• 3 years’ demonstrated work experience in a high-volume customer service center and/or upselling sales driven environment.
• Working knowledge of computers and associated software.

Knowledge:

• Read and interpret medical, technical, regulatory, and quality procedures.
• Advanced knowledge/understanding of multiple computer desktop applications, computer software systems and telephone systems, which may vary within the enterprise.
• Understanding of Key Performance Metrics (KPI’s) and their relation to the department’s goals and mission.
• Intermediate working knowledge of Microsoft Office and Outlook.  

Skill:

• Effective written and oral communication skills, with strong ability to articulate complex information clearly and persuasively.
• Strong data analysis and problem-solving skills.
• Attention to detail and organizational skills.
• Accurate in transcription of numbers, add, basic math skills.
• Goal-driven and results-oriented, meeting and exceeding donor recruitment targets.

Abilities:

• Resolve problems and customer concerns.
• Ability to quickly adapt workflow based on business needs.
• Maintain composure under pressure.
• Work in a team environment or independently.
• Basic troubleshooting skills.
• Ability to identify and communicate trends.
• Commitment to providing a world class donor experience.
• Ability to attend 4 week training onsite
• Ability to be present at the office 1 day each month after completting training.