Donor Care Representative (Hybrid)

Oklahoma Blood Institute•Oklahoma City, OK

4d•Hybrid

About The Position

Our Blood Institute is hiring Donor Care Representatives to contact current blood donors and schedule appointments in support of its lifesaving mission. Representatives communicate with donors individually, provide accurate information, maintain records, and document outcomes, appointments, and donor communications. The role is hybrid, combining work from home with on-site work, including on-site training. Candidates must live in Oklahoma, Texas, or Arkansas. Employees must have home internet and a cell phone; Our Blood Institute provides a computer for work purposes. The stated schedule is Monday through Friday, 9:00 a.m. to 6:00 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.
Must live in Oklahoma, Texas, or Arkansas.
Must have home internet and a cell phone.

Nice To Haves

Bilingual ability.

Responsibilities

Place outbound calls using the Five9 dialer and document calls 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/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.
Document donor interactions, notes, and outcomes accurately in the HemaConnect environment.
Educate donors about automated donation procedures and encourage participation in other donation methods.
Provide a high level of customer service on inbound and outbound interactions, with 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.