Group Leader - Customer Service

Job Description

• In compliance with Standard Operating Procedures (SOP), assist qualified donors in completing the screening process. The screening procedures include assessing the self‑administered health history, answering basic medical questions associated with the donation process, referring donors to medical staff when appropriate, and performing health screening procedures such as blood pressure, pulse, weight, and temperature. Perform finger stick to obtain a sample to obtain donor’s hematocrit and total protein levels.
• May be involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center.
• Educate new donors on the use of therapeutic products made from donated plasma. Explain the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensure that all donors’ questions are answered timely, accurately and professionally.
• Answer the telephone and assist in providing appropriate information to the caller.
• Maintain alertness and awareness to any reaction a donor may have during or after the pheresis process and notify appropriate staff.
• Maximize donor flow by allocating staff and resources to appropriate center area or task.
• Conduct daily calibration of equipment according to SOP and Plasma Operating Procedures (POP). Resolve calibration issues, troubleshoot equipment failures, create incident documentation, and remove and/or replace equipment from service.
• Provide guidance and technical training on processes and procedures to reception staff and other staff as required.
• Support center management by providing input into staff scheduling, and resolve minor donor relations and technical procedure issues. Refer employee relations issues to center management staff.
• Ensure the accurate recording of donor data in the electronic donor information management system as outlined in SOPs.
• Understand the policies and procedures associated with hyper‑immune programs at the center if applicable.
• Maintain a clean, efficient work environment and ensure sufficient operating supplies and forms are available as needed. Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures, promote safety in all actions, and may conduct routine audits of these internal procedures and documentation.
• Maintain confidentiality of all personnel, donor and center information.
• May be cross‑trained in other areas to meet the needs of the business.
• Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.
• Perform other job‑related duties as assigned.

• High school diploma or equivalent required.

• Minimum of 18 months experience in a clerical or customer‑service related position, preferably in a health‑care or plasma collection environment, or an equivalent combination of education and experience.
• Must be able to perform basic math calculations.

• Ability to make decisions that have moderate impact on immediate work unit.
• Understand, remember, and communicate routine, factual information.
• Must be able to see and speak with customers and observe equipment operation.
• Occasionally perform tasks while standing and walking up to 100% of the time.
• Reach, bend, kneel and have high level of manual dexterity.
• Occasionally be required to lift and carry up to 25 pounds.
• Fast‑paced environment with frequent interruptions.
• Frequently exposed to hazardous chemicals, extreme temperatures, and blood‑borne pathogens.
• Required to wear personal protective equipment while performing specific tasks or in certain areas.
• Required to work overtime and extended hours to support center operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, veteran status, national origin or other legally protected classifications.

CSL offers the following benefits for this full‑time position, most effective from the first day of hire: health insurance options (medical, prescription drug, dental, and vision), company‑provided basic life insurance, short‑ and long‑term disability, option to participate in CSL’s 401(k) savings program, paid time off (vacations, illness, personal business), and paid observed holidays as designated by the company.