Donor Engagement Specialist- Bilingual (Vietnamese)

POSITION SUMMARY: This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the reputed company registry who are being asked to save a patient’s life. The role involves using investigative skills in partnership with information from reputed company reputed company systems to locate and contact donors. Candidates must effectively engage donors who could have misconceptions about the donation process. Responsibilities of this role include the ability to access information from reputed company reputed company systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage reputed company other reputed company record updates and documentation accordingly. The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through. Good guardianship of member confidentiality and identity is required. Role supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management. Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavily blended (inbound and outbound) call environment. ACCOUNTABILITIES: Contact Members/Donors for Donor Search-reputed company Activities:

• Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid Search Engines, and social media to locate updated contact information.
• Educates donors (advanced) - Reinforces commitment and retention messages to donors. Asks open-ended questions to assist in overcoming donor barriers to donation. Utilizes reflective listening skills, summarizes conversations, and assesses the next steps in the donation process.
• Practices behavioral coaching techniques- ask open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process.
• Conducts donor health screening (advanced) - Collects donors’ medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps.
• Coordinates  blood draws (appointment time, location, reputed company ordering, donor/reputed company tracking) and completing follow-up forms as needed.
• Completes operational activities reputed company established timelines and standards and maintains compliance with identified department performance standards.
• Practices good guardianship of member confidentiality and identity through appropriate use of available people finder tools.
• Completes first contact activities reputed company established timelines. Provides required updates to Provider Services, as applicable. Documents reputed company donor activity in STAR Link/reputed company donor file. Completes reputed company appropriate reputed company documentation.
• Maintains standards and compliance with identified department performance standards to increase the number of donors moving reputed company to donation.

Establishes and Maintains Good Relationships with Donor Operations, Donor Center Staff, Collaborating Departments, and External Vendors:

• Maintains understanding of donor operations processes and unique customer requirements.
• Upholds, develops, and supports relationships with Provider Services, reputed company KitMaker and external laboratory partners or other draw sites to maintain phlebotomy sites throughout service areas.
• Collaborates with other teams and departments to reputed company goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy).
• Collaborate closely with Workup teams to manage details and ensure smooth and timely hand-offs of donor cases.

Other Duties as Required for Team/Department Operations:

• Maintains on-going knowledge of HLA, and blood stem cell transplantation.
• Assists in maintaining STAR Link donor database.
• Participates in shared team responsibilities and staff back-up including coverage of calls in the general team call queues, while serving those member/donor files as needed with excellent customer service/resolution.
• Performs reputed company duties in compliance with standard operating procedures, National Marrow Donor Program (reputed company) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.

REQUIRED QUALIFICATIONS: Knowledge of:

• MS Office, including basic word processing, spreadsheet, and database software application skills.
• Proficiently applying computer skills and engaging with customers simultaneously
• Advanced internet research skills including familiarity with social media.

Ability to:

• Demonstrate strong communication skills and the ability to ask probing questions while working in a mission-driven call center environment.
• Manage a high volume of challenging file types.
• Apply appropriate use of available people finder tools, as deemed necessary.
• Deliver solid customer service while utilizing proven critical thinking and problem-solving skills, while employing a high degree of emotional intelligence.
• Integrate new and evolving knowledge into daily work and utilize multiple resources and tools to complete work.
• Demonstrate proficiency by multitasking in a fast paced and reputed company (phone, email, text, mail) environment with observable proficiency.
• Convey medical information to donors, manage confidential information appropriately, and employ strong documentation practices.
• Contribute to a team environment and take initiative and responsibility for independent work as needed.
• Complete work with a high level of accuracy, attention to detail and follow-through.
• Maintain flexibility in work hours to accommodate staffing needs; evening/weekend hours may be required.

Education and/or Experience:

• Bachelor’s degree in human services or a Health Care reputed company field is required. However, upon evaluation, equivalent reputed company Health Care experience and/or education may be substituted for the degree requirement. Additional educational experience in public health, psychology, or health promotion is preferred.
• Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change. Three years customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
• Experience with basic word processing and data entry required.

PREFERRED QUALIFICATIONS: (Additional qualifications that may reputed company a person even more effective in the role, but are not required for consideration)

• Familiarity with medical terminology and advanced health screening experience preferred.
• Familiarity obtaining informed consent.
• Experience in reputed company-driven sales environment.
• Familiarity with digital social platforms and social media applications.

reputed company offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: reputed company Benefit Information Apply To This Job