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

CSL•Portage, MI

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process, prepares autopheresis machines, monitors donors and the process, and responds to machine alarms or other signals. The technician disconnects donors when the process is complete, watches for donor reactions during and after the process, and alerts appropriate staff to any concerns. The role uses a Personal Digital Assistant (PDA) to record process incidents and link equipment and supplies to the appropriate donor. It also involves accurately recording donor data in the electronic donor information management system according to Standard Operating Procedures (SOPs), understanding applicable hyper immune program procedures, maintaining a clean and adequately stocked work area, and following safety, confidentiality, and operational policies. The technician may be cross-trained in other areas and may perform other assigned duties. Bilingual English/Spanish skills may be required at the organization’s discretion to meet business 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.

Nice To Haves

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

Responsibilities

Prepare the donor, 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 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.
Accurately record donor data in the electronic donor information management system in accordance with 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 HSE and OSHA policies and procedures and promote safety in all actions.
Maintain confidentiality of personnel, donor, and center information.
Participate in cross-training in other areas as business needs require.
Perform other job-related duties as assigned.