Customer Service - Donor Support Technician

CSL Plasma•Cheektowaga, NY

About The Position

The Customer Service - Donor Support Technician prepares donors, donor areas, and equipment for the pheresis process. The technician prepares and monitors autopheresis machines, observes donors during the process, responds to machine alarms and signals, disconnects donors when processing is complete, and reports donor reactions to appropriate staff. The role also includes documenting process incidents and linking equipment and supplies to donors using a Personal Digital Assistant (PDA), accurately recording donor data, maintaining a clean and adequately supplied work environment, and following applicable safety, confidentiality, and operating procedures. The technician may be cross-trained or assigned other job-related duties to support business needs. Bilingual skills may be required at the organization's discretion. 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. The work involves following instructions, communicating with customers, observing equipment, standing and walking for extended periods, occasional lifting and carrying up to 25 pounds, and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens. Personal protective equipment is required for specific tasks or areas. Overtime and extended hours may be required to support center operations. The position reports to the Assistant Center Manager. The listed expected base pay at hiring is $16.61 to $19.65 per hour for the specified locations (CA, CO, WA, NY, IL, NJ, MD, and MN); individual pay depends on qualifications and other relevant factors.

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 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, with 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 with frequent exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens, and to wear required personal protective equipment.
Availability to work overtime and extended hours to support center operational needs.

Responsibilities

Prepare the donor, donor area, and equipment for pheresis processors.
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.
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 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.
Maintain confidentiality of personnel, donor, and center information.
May be cross-trained in other areas and perform other job-related duties as assigned.