Donor Care Representative (Hybrid)

Oklahoma Blood Institute•Oklahoma City, OK

8d•Hybrid

About The Position

Our Blood Institute is hiring Donor Care Representatives to contact and schedule appointments with current blood donors in support of its lifesaving mission. Representatives communicate with donors individually to gain their commitment to donate, provide accurate information, maintain records, and document communication outcomes and appointments. This is a hybrid position combining work from home and on-site work, with on-site training. Applicants must live in Oklahoma, Texas, or Arkansas. Candidates need home internet and a cell phone; Our Blood Institute provides a computer for work purposes. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., though hours may vary. Pay is $15.00 per hour or based on education and/or experience, with a $500 bonus after six months and a $1,000 bonus after one year.

Requirements

High school diploma or equivalent.
Pleasant voice and professional manner.
Ability to communicate effectively and speak clearly to the public over the phone.
Home internet and a cell phone.
Must live in Oklahoma, Texas, or Arkansas.

Nice To Haves

Bilingual ability.

Responsibilities

Place outbound calls using the Five9 dialer and document each call with accurate dispositions.
Call donors from assigned lists to schedule donation appointments.
Answer inbound calls and transfer them to the appropriate department or representative as needed.
Meet established KPIs, including appointment rate, appointment show rate, appointment conversion rate, and quality call rate or percentage.
Follow approved scripts, talking points, and call guidelines.
Use appropriate brand identity, tone, and promotional messaging in donor communications.
Leave clear, accurate, and professional recorded voicemail messages.
Accurately document donor interactions, notes, and outcomes in the HemaConnect environment.
Educate donors on automated donation procedures and encourage participation in other donation methods.
Provide a high level of customer service on inbound and outbound interactions and provide appropriate follow-up.
Maintain and update donor profiles through accurate and timely data entry.
Demonstrate integrity, professionalism, and confidence in donor communications.
Maintain strict confidentiality of medical, donor, client, and business information.
Comply with applicable compliance requirements, safety directives, and regulations.