Customer Service - Donor Support Technician

CSL Plasma•Portage, MI

About The Position

The Customer Service - Donor Support Technician prepares donors, the donor area, and equipment for the pheresis process. The role prepares autopheresis machines, monitors donors and the process, responds to machine alarms or signals, and disconnects donors when the process is complete. The technician watches for donor reactions during and after the process and notifies appropriate staff. The technician records process incidents and links equipment and supplies to donors using a Personal Digital Assistant (PDA), and accurately records donor information in the electronic donor information management system according to Standard Operating Procedures (SOPs). The role also helps maintain an orderly, adequately supplied work environment and follows applicable health, safety, environmental, and OSHA policies. Additional duties may include cross-training in other areas and performing other job-related tasks as assigned. Bilingual skills may be required at the organization’s discretion. Different qualifications or responsibilities may apply based on 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.

Nice To Haves

Experience in a medical or health provider environment is preferred.
Bilingual skills may be required at the organization’s discretion, based on business needs.

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 specific 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 incidents during the pheresis process, 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 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 Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (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 job-related duties as assigned.