Donor Coordinator I, Donor Egg

CooperCompanies•Rockville, MD

3d•Onsite

About The Position

This position is responsible for providing exceptional levels of customer service to both domestic and international donation facilities and respective donor agencies by managing the assigned accounts to ensure supply needs are met. Manages egg donor operations for assigned clinic accounts and ensures that egg donors are reviewed according to Company and regulatory agency policies.

Requirements

Experience with CRM or EMR programs preferred and excellent project management and customer service skills; high level of interpersonal skills to interact with peers and management; strong attention to detail in composing, typing and proofing materials; excellent organizational skills; ability to handle multiple tasks simultaneously; and ability to maintain confidentiality.
Intermediate or advanced skill in the use of Excel, Word and PowerPoint. Advanced preferred.
Ability to analyze data, carry out instructions furnished in written or oral form, and deal with problems involving several concrete variables in standardized situations.
Ability to speak and write English; communicate effectively and professionally with clients and external contacts; read and comprehend instructions; write routine reports and correspondence; and effectively present information in one-on-one and small group situations to clients and employees.
Two or more years of experience in a customer service-related field required.
High School Education

Nice To Haves

Fluency in additional languages (Spanish, French, Portuguese) appreciated, but not required.
Previous experience with IVF, Reproductive Endocrinology and Infertility, or third-party reproduction preferred.
Bachelor’s degree preferred.

Responsibilities

Maintains productive partnerships with nurses, donor egg agencies, and donation facilities; ability to communicate, and address clinic/donor issues to ensure effective short-term and long-term resolutions in a timely manner and with the highest degree of courtesy and professionalism.
Reviews potential egg donor’s applications according to established network guidelines.
Executes data entry of donor information and donor photos onto the DEB USA Admin Site. Ensures completeness and accuracy of information displayed on DEB USA Admin Site for client view.
Requests and reviews donor screening testing results, forms, agreements and consents for accuracy and routes accordingly to the Quality Assurance and Genetics Department to ensure donor meets all applicable regulations and policies, and sets distribution to specific jurisdictions, as applicable.
Acts as a liaison between donation facilities and CooperSurgical Genetics Department. Requests additional information from donation facility if donor’s application is incomplete or requires additional information.
Conducts redaction of sensitive PHI.
Maintains information received from the donation facilities in the designated electronic folders; updates DEB USA internal system (Sugar CRM) accordingly.
Follows-up with the donation facility to ensure timely receipt of donor’s agreements, consents, profile, and Summary of Records.
Processes timely invite backs to the donation facilities and follows up no less than monthly; records reason for donor retirement if unavailable to cycle after invited back.
Initial intake of Adverse Outcome Reports and Family Medical History Updates as necessary.
Coordinates and executes bi-weekly or monthly meetings with each assigned donation facility.
Reports monthly cycle projections from assigned donation facilities.
Contributes to team effort by maintaining excellent rapport and working relationships, internally and externally, including network practices.
Completes nonconformances and deviations in MasterControl and communicates with Quality Assurance department to resolve issues with paperwork if required. Responsible for entering event into MasterControl and working with management as necessary to resolve.
Protects and maintains confidentiality of donor and client private information.
Provides timely feedback to Management and network practices regarding non-conformances or clinic relationship or quality concerns.
Responsible for creating donor card (if applicable), entering inventory lines and/or verifying and posting inventory into Navision during Initial and Final QC process.
Demonstrates basic understanding of egg donor qualification process and how to effectively coordinate/manage donor accounts.
As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.
Provides back-up coverage for all egg program operations as needed.
Other duties and projects as assigned.