Customer Service - Donor Support Technician (Bilingual – English/Spanish)

CSL•Chattanooga, TN

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process. The role monitors donors and equipment during the process, responds to alarms, disconnects donors when the process is complete, and watches for donor reactions. It also involves recording process incidents and donor/equipment information using a Personal Digital Assistant (PDA), maintaining accurate electronic donor records, and alerting leadership to donor-flow issues. The technician maintains a clean and efficient work environment, keeps operating supplies and forms available, follows applicable safety policies and procedures, and protects confidential personnel, donor, and center information. The role may include cross-training and other duties as assigned. Bilingual skills may be required at the organization’s discretion. The position requires a high school diploma or equivalent and at least three months of work experience, preferably in a medical or health-provider environment, or an equivalent combination of education and experience. Work takes place in a fast-paced environment with frequent interruptions and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens. Personal protective equipment is required for specified tasks or areas. The job may require overtime and extended hours to meet center operational needs.

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 reach, bend, kneel, and perform tasks requiring 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 overtime and extended hours to support center operational needs.
Ability to wear Personal Protective Equipment while performing specific tasks or working in certain areas.

Nice To Haves

Bilingual English/Spanish skills; bilingual skills may be required at the organization’s discretion.
Work experience in a medical or health-provider environment.

Responsibilities

Prepare the autopheresis machine for the pheresis process.
Monitor donors and the pheresis process, responding to alarms or signals that may occur.
Disconnect donors when the process is complete.
Watch for donor reactions during or after the pheresis process and notify appropriate staff.
Use a Personal Digital Assistant (PDA) to record process incidents, including 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.
Ensure donor data is accurately recorded in the electronic donor information management system according to Standard Operating Procedures (SOPs).
Understand policies and procedures associated with hyper immune programs at the center, if applicable.
Maintain a clean and efficient work environment and ensure operating supplies and forms are available as needed.
Follow Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures, and promote safety.
Maintain confidentiality of personnel, donor, and center information.
Perform other job-related duties as assigned; may be cross-trained in other areas to meet business needs.