Apheresis Recruiter, Enterprise

New York Blood Center Enterprises•St. Paul, MN

22h•Hybrid

About The Position

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. Mostly remote work, however the initial 1-2 weeks of training is in office at our St. Paul, MN office. Employees must be within traveling distance of a NYBCe office, ideally the St. Paul office, for required department meetings and trainings.

Requirements

High school diploma or equivalent.
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.
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.
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.
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 2 week training onsite.
Ability to be present at the office 1 day each month after completing training.

Responsibilities

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 meet inventory and hospital demand.
Use targeted outreach strategies and educational materials to convert known donors into platelet 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.
Educate donors on varying donor eligibility guidelines to minimize on-site deferrals.
Maintain minimum daily production thresholds for calls and appointments to meet platelet collection goals.
Manage data via scheduling, canceling, and rescheduling appointments on the donor relationship management software.
Accurately track and update donor information, including call outcomes, donor suitability requests, and post-donation details, ensuring data integrity and supporting department operations.
Utilize multiple CRM’s as part of the day-to-day job function.
Innovate to optimize the platelet donor experience and act as a bridge between donors and leadership, ensuring critical concerns are heard and acted upon.
Provide proactive feedback and suggestions regarding donor incentive, schedules, operations, etc.
Speak respectfully and professionally with donors, building trust, fostering commitment, and providing world-class service on each interaction.
Maintain consistent communication with team leaders, continuously identifying process improvement opportunities and taking a proactive approach to find alternative solutions.
Escalate critical technical issues with clear details and relevant evidence to ensure timely resolution.
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.
Participate in campaigns, events, and incentive programs to boost donor response and cultivate a positive atmosphere.
Navigate changing priorities with focus and adaptability.