Customer Service - Donor Support Technician

CSL Plasma•Columbia, SC

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process. The role prepares and monitors the autopheresis machine and process, responds to machine alarms and signals, disconnects donors when procedures are complete, and watches for donor reactions during and after the process, notifying appropriate staff when needed. The technician records incidents and donor information using a Personal Digital Assistant (PDA) and the electronic donor information management system, and links equipment and supplies to the appropriate donor. The position also supports donor flow, maintains a clean and adequately supplied work environment, follows health, safety, environmental, and OSHA procedures, and protects confidential information. The technician may be cross-trained in other areas and performs other job-related duties as assigned. CSL Plasma is a subsidiary of global biopharmaceutical company CSL. It operates a plasma donation network with nearly 330 centers in the U.S. and Europe. Plasma collected at CSL Plasma centers is used by CSL to manufacture plasma-derived therapies. CSL employs more than 29,000 people. The organization describes inclusion and belonging as central to its mission and identifies itself as an equal opportunity employer. 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. Basic math skills are required. Work involves frequent interruptions, standing and walking for extended periods, occasional lifting and carrying of up to 25 pounds, exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens, and wearing personal protective equipment for certain tasks or in designated areas. Overtime and extended hours may be required to support center operations. Bilingual skills may be required at the organization’s discretion. Qualifications or responsibilities may vary according to local legal or educational requirements.

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 stand and walk for extended periods, occasionally up to 100% of the time.
Ability to reach, bend, and kneel, and have 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 around hazardous chemicals, extreme temperatures, and blood-borne pathogens, and wear personal protective equipment when required.
Availability 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 to meet business needs.

Responsibilities

Prepare donors, the donor area, and equipment for the pheresis process.
Prepare the autopheresis machine for the pheresis process.
Monitor the donor and pheresis process and respond to alarms or signals.
Disconnect the donor when the process is complete.
Watch for donor reactions during and 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.
Accurately record donor data in the electronic donor information management system according to Standard Operating Procedures (SOPs).
Understand center policies and procedures for hyper immune programs, if applicable.
Maintain a clean and efficient work environment and ensure operating supplies and forms are available.
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.
May be cross-trained in other areas to meet business needs.
Perform job-related duties as assigned.