Group Leader - Customer Service

Job Description Summary

Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. Additional duties include registration of qualified, applicant and transfer donors. Possesses a general knowledge of the plasma pheresis operation.

• In compliance with Standard Operating Procedures (SOP), assist qualified donors in completing the screening process. The screening procedures include but are not limited to assessing the self-administered health history, answering basic medical questions related to 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 donor hematocrit and total protein levels.
• May be involved in registering applicant and transfer donors based on 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 all donors’ questions are answered timely, accurately and professionally.
• Answer the telephone and assist in providing appropriate information to callers.
• 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 areas or tasks.
• Conduct daily calibration of equipment according to SOP and Plasma Operating Procedures (POP). Resolve calibration issues. Troubleshoot equipment failures. Create incident documentation, 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. 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 organization’s discretion, to meet business needs.
• 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 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 with moderate impact on the immediate work unit
• Understands, remembers and communicates 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 a 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 to 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 are effective the first day of hire: options for health care benefits (including medical and prescription drug, dental, and vision coverage), company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL’s 401(k) Savings Program;
Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company.

CSL Plasma operates one of the world’s largest and most sophisticated plasma donation networks, with nearly 330 donation centers in the U.S. and Europe. CSL Plasma is a…