Donor Coordinator I, Donor Egg

CooperCompanies•Rockville, MD

About The Position

The Donor Coordinator I, Donor Egg, provides customer service to domestic and international donation facilities and donor agencies by managing assigned accounts and helping ensure supply needs are met. The role manages egg donor operations for clinic accounts and reviews donors in accordance with company policies and applicable regulatory requirements. The coordinator reviews donor applications, manages donor records and screening documentation, coordinates with donation facilities and internal departments, and supports the quality-control and inventory processes. The position also maintains facility relationships, monitors donor availability and cycle projections, handles adverse outcome and medical-history updates, and protects confidential donor and client information. Extended hours, including mandatory overtime, may be required to meet department needs; the role also provides backup for egg program operations.

Requirements

At least two years of experience in a customer service-related field.
Excellent project management and customer service skills.
Strong interpersonal skills for interacting with peers and management.
Strong attention to detail when composing, typing, and proofreading materials.
Excellent organizational skills and ability to manage multiple tasks simultaneously.
Ability to maintain confidentiality.
Intermediate or advanced proficiency in Excel, Word, and PowerPoint.
Ability to analyze data, follow written and oral instructions, and address problems involving several concrete variables in standardized situations.
Ability to speak and write English and communicate professionally with clients and external contacts.
Ability to read and comprehend instructions, write routine reports and correspondence, and present information effectively in one-on-one and small-group settings.
High school education.

Nice To Haves

Experience with CRM or EMR programs.
Advanced proficiency in Excel, Word, and PowerPoint.
Fluency in Spanish, French, or Portuguese.
Previous experience with IVF, Reproductive Endocrinology and Infertility, or third-party reproduction.
Bachelor’s degree.

Responsibilities

Maintain productive partnerships with nurses, donor egg agencies, and donation facilities; communicate about clinic and donor issues and support timely resolutions.
Review potential egg donor applications according to established network guidelines.
Enter donor information and photos on the DEB USA Admin Site and ensure client-facing information is complete and accurate.
Request and review donor screening results, forms, agreements, and consents; route documentation to Quality Assurance and Genetics and set distribution to applicable jurisdictions.
Liaise between donation facilities and the CooperSurgical Genetics Department, requesting information when applications are incomplete.
Redact sensitive protected health information.
Maintain facility documents in designated electronic folders and update the DEB USA internal system (Sugar CRM).
Follow up with donation facilities for timely receipt of donor agreements, consents, profiles, and Summaries of Records.
Process timely invite-backs to donation facilities, follow up at least monthly, and record reasons a donor is unavailable to cycle after being invited back.
Perform initial intake of Adverse Outcome Reports and Family Medical History Updates as needed.
Coordinate and conduct bi-weekly or monthly meetings with assigned donation facilities.
Report monthly cycle projections from assigned donation facilities.
Maintain effective working relationships with internal and external partners, including network practices.
Complete nonconformances and deviations in MasterControl and work with Quality Assurance and management to resolve paperwork issues.
Protect the confidentiality of donor and client information.
Provide management and network practices with timely feedback regarding nonconformances, clinic relationships, and quality concerns.
Create donor cards when applicable, enter inventory lines, and/or verify and post inventory in Navision during Initial and Final QC.
Maintain a basic understanding of the egg donor qualification process and coordinate and manage donor accounts effectively.
Work extended hours, including mandatory overtime, when business needs require it.
Provide backup coverage for egg program operations as needed.
Perform other assigned duties and projects.