Customer Service - Donor Support Technician

CSL Plasma•Fort Smith, AR

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process. The role prepares autopheresis machines, monitors donors and the process, responds to machine alerts or signals, disconnects donors when the process is complete, and watches for donor reactions during or after the procedure, notifying appropriate staff as needed. The technician uses a Personal Digital Assistant (PDA) to record process incidents and link equipment and supplies to the appropriate donor, and ensures donor data is accurately entered in the electronic donor information management system in accordance with Standard Operating Procedures (SOPs). The position also supports donor flow, maintains a clean and efficient work environment, keeps operating supplies and forms available, and follows Health Safety & Environmental (HSE) and OSHA policies and procedures. It requires maintaining confidentiality and may include cross-training in other areas, bilingual skills if required by the organization, and other job-related duties. The role reports to the Assistant Center Manager.

Requirements

High school diploma or equivalent.
At least three months of work experience, preferably in a medical or health provider environment, or an equivalent combination of education and experience.
Ability to perform basic math calculations.
Ability to understand, remember, and apply oral and/or written instructions.
Ability to understand and follow basic instructions and guidelines.
Ability to see and speak with customers and observe equipment operation.
Ability to perform tasks while standing and walking for up to 100% of the time.
Ability to reach, bend, and kneel, with a high level of manual dexterity.
Ability to occasionally lift and carry up to 25 pounds.
Ability to work in a fast-paced environment with frequent interruptions.
Ability to work while frequently exposed to hazardous chemicals, extreme temperatures, and bloodborne pathogens.
Ability to wear personal protective equipment for specific tasks or in designated areas.
Ability to work overtime and extended hours to support center operational needs.

Nice To Haves

Work experience in a medical or health provider environment.
Bilingual skills may be required at the organization's discretion.

Responsibilities

Prepare the donor, donor area, and equipment for pheresis processors.
Prepare the autopheresis machine for the pheresis process.
Monitor the donor and pheresis process and respond to specific alarms or signals.
Disconnect the donor when the process is complete.
Remain alert to donor reactions during or after the pheresis process and notify appropriate staff.
Use a PDA to record incidents such as machine alerts and alarms, volume variances, and donor adverse events.
Use a PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.
Alert the Group Leader or Supervisor to donor flow issues.
Accurately record donor data in the electronic donor information management system according to SOPs.
Understand policies and procedures associated with hyper immune programs at the center, if applicable.
Maintain a clean, efficient work environment and ensure operating supplies and forms are available as needed.
Follow HSE and OSHA policies and procedures and promote safety in all actions.
Maintain confidentiality of personnel, donor, and center information.
Cross-train in other areas as needed to meet business needs.
Perform other job-related duties as assigned.