Customer Service - Donor Support Technician

CSL Plasma•Tempe, AZ

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process. The role prepares and monitors autopheresis machines, observes donors throughout the process, responds to machine alarms, disconnects donors when the process is complete, and reports donor reactions to appropriate staff. It also involves documenting incidents and linking equipment and supplies to donors using a Personal Digital Assistant (PDA), maintaining accurate donor records, and keeping the work area supplied, clean, and efficient. The technician follows center procedures and health, safety, and confidentiality requirements, and may be cross-trained or assigned other related duties as business needs require. The work takes place in a fast-paced environment with frequent interruptions. It involves standing and walking for extended periods, occasional lifting and carrying of up to 25 pounds, and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens. Personal protective equipment is required for certain tasks or areas. Overtime and extended hours are required to support center operations.

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, 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.
Wear Personal Protective Equipment while performing specified tasks or working in designated areas.

Nice To Haves

Work experience in a medical or health provider environment.

Responsibilities

Prepare the donor, donor area, and equipment for pheresis processors.
Prepare the autopheresis machine for the pheresis process.
Monitor donors and the pheresis process, and respond to alarms or signals.
Disconnect donors when the process is complete.
Remain alert to donor reactions during or after the 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 applicable policies and procedures for hyper immune programs at the center.
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.
Perform other job-related duties as assigned and may be cross-trained in other areas.