Apheresis Recruiter, Enterprise

Innovative Blood Resources•Saint Paul, MN

2d•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. The role involves making calls, texts, and emails to current donors to build relationships, educate them about apheresis/platelet donation, and schedule future appointments effectively. A key aspect is championing platelet conversion through targeted outreach and educational materials, emphasizing the science and patient-based data behind the procedure. The recruiter will also possess a deep understanding of donor eligibility guidelines and utilize resources to educate donors, minimizing on-site deferrals. Driving results by maintaining minimum daily production thresholds for calls and appointments is crucial, as is managing data via scheduling, canceling, and rescheduling appointments on donor relationship management software. The role requires accurately tracking and updating donor information, utilizing multiple CRMs, and constantly innovating to optimize the platelet donor experience. Communication with donors must be respectful and professional, building trust and fostering commitment. Proactive problem-solving, identifying process improvement opportunities, and escalating technical issues are also key. The recruiter will handle inbound calls, texts, and emails from donors, addressing inquiries and directing calls appropriately. Participation in campaigns, events, and incentive programs is expected, along with the ability to navigate changing priorities with focus and adaptability.

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.
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

Recruit, prescreen, and schedule apheresis/platelet donors via various telecommunications channels.
Provide information, address queries, and encourage apheresis/platelet donation to ensure platelet products supply.
Make calls, text, and email current donors to build relationships, educate them about apheresis/platelet donation, and schedule future appointments.
Use targeted outreach strategies and educational materials to convert known donors into platelet donors.
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.
Utilize multiple CRMs 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.
Speak respectfully and professionally with donors, building trust, fostering commitment, and providing world-class service.
Maintain consistent communication with team leaders, identifying process improvement opportunities and taking a proactive approach to find alternative solutions.
Escalate critical technical issues with clear details and relevant evidence.
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.