Customer Service - Donor Support Technician

CSL Plasma•East Providence, RI

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 alarms or signals, disconnects donors when the process is complete, and remains alert to reactions during or after the process, notifying appropriate staff as needed. The technician records process incidents and links equipment and soft goods to donors using a Personal Digital Assistant (PDA), and accurately records donor data in the electronic donor information management system in accordance with Standard Operating Procedures (SOPs). The position also helps maintain an efficient, clean, and adequately supplied work environment; follows Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) procedures; and maintains the confidentiality of personnel, donor, and center information. The technician may be cross-trained in other areas, may need bilingual skills at the organization’s discretion, and performs other job-related duties as assigned. Qualifications or responsibilities may vary according to local legal or educational requirements.

Requirements

High school diploma or equivalent required.
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 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, 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.
May be cross-trained in other areas to meet business needs.
Perform job-related duties as assigned.