Donor Services Supervisor

Versiti, Inc. • Traverse City, MI

8d • Onsite

About The Position

Under the direction of the Manager, the Donor Services Supervisor maintains, motivates, encourages, and develops staff through positive reinforcement and corrective action as needed. The Supervisor helps create and implement systems and processes that oversee blood procurement activities and supervises and assists Donor Services associates in collecting blood products from donors and/or patients to support production requirements. Depending on the site or mobile operation, this may include helping recruit donors for automated blood collection procedures. The Supervisor partners with Donor Services management to meet department goals for quality, cost, and production.

The role supervises collection and related support functions, including document control, training, and scheduling; supports staff development and performance management; and ensures adherence to applicable regulatory, quality, safety, and operating requirements. The Supervisor may perform technical work, drive Versiti vehicles, travel among Versiti sites, and be on call for urgent operational issues. Work may involve irregular hours, including late nights, early mornings, and weekends, and potential exposure to blood or body fluids.

Requirements

• High school diploma or equivalent required.
• Previous customer service experience required.
• 1–3 years of supervisory experience required.
• Valid driver’s license required.
• Excellent customer service, interpersonal, oral, and written communication skills.
• Ability to express oneself clearly and effectively in written and oral form.
• Ability to communicate effectively with coworkers, management, vendors, and customers as needed.
• Ability to handle sensitive or confidential information discreetly.
• Medical knowledge sufficient to determine donor suitability, provide immediate and appropriate care to donors and patients, and address safety and quality-control matters as required by procedures and regulations.
• Ability to multitask while paying close attention to detail.
• Professional, well-groomed appearance.
• Ability to work positively under pressure in a fast-paced environment and work well as a team member.
• Must be accessible by phone and email.
• Ability to travel to all Versiti sites, including overnight stays.
• Personal and network computer proficiency.
• Proficiency with MS Office, including Word, Excel, Outlook, and PowerPoint.
• Hemasphere required.
• Title 21 required.
• Ability to use multiple phone lines, printer, fax, and copy machines.
• Computer literacy and ability to use required software and hardware and access company communications.

Nice To Haves

• Bachelor’s degree preferred.
• Leadership experience in a customer service environment preferred.
• Previous phlebotomy and/or healthcare experience preferred.

Responsibilities

• Plan, implement, and supervise the work of assigned associates collecting blood and blood components and/or supporting document control, training, and scheduling.
• Communicate policy and procedure changes or problems to associates and verify their understanding.
• Project workflow, prioritize duties, troubleshoot, and solve problems.
• Serve as a public relations contact for donors, patients, coordinators, recruiters, and the general public.
• Precept new associates and conduct in-service training as applicable.
• Perform trained pre-activities and technical duties as needed, maintaining current competency assessments.
• Ensure donor-related documents are complete and accurate as applicable.
• Perform waived tests as applicable under CLIA requirements.
• For applicable collection sites, provide CLIA supervision for hematology testing, including availability for technical consultation, day-to-day supervision, monitoring analytic performance, ensuring remedial actions, withholding results until systems function properly, orienting personnel, and evaluating testing personnel initially, at six months, and annually.
• Observe, document, and evaluate associate performance using competency observations and observation forms as applicable.
• Prepare and administer annual performance appraisals and make recommendations regarding scheduling, work assignments, monitoring, and promotion opportunities.
• Follow and enforce applicable Versiti, AABB, FDA, CLIA, ISDH, EMEA, and other regulatory policies and procedures; oversee associate compliance.
• Maintain knowledge of applicable regulatory practices, including FDA current Good Manufacturing Practices and Good Tissue Practices.
• Ensure regulatory requirements are met while supporting positive experiences for donors, patients, and staff.
• Drive a Versiti vehicle when needed for job-related functions.
• Comply with and enforce Versiti safety policies and procedures and follow universal precautions and required protective measures.
• Conduct coaching and counseling to address technical concerns, customer service issues, and employee-related issues.
• Attend and conduct required departmental meetings and training; participate in trials and evaluations of new methods and equipment.
• Meet productivity and quality standards, identify work-area problems, perform root cause analysis, and recommend process improvements.
• Achieve mobile and donor center collection goals by managing daily targets, automation conversions, split rates, equipment run rates, and inventory needs.
• Support organizational replenishment goals through strategies such as re-booking, apheresis education, and email information collection.
• Motivate and mentor staff, serve as a positive role model, and encourage associates to meet or exceed role requirements.
• Maintain required communications through email, phone, and other applicable channels.
• Be on call as required to address urgent issues affecting drives or donor center operations, including scheduling issues.
• Perform essential functions on irregular schedules, including late nights, early mornings, and weekends, at various locations.
• Maintain confidentiality and discretion.
• Perform other duties related to Blood Center functions or reasonably within the scope of the classification.
• Perform work in accordance with applicable regulatory and compliance requirements and standard operating policies and procedures.

Benefits

• Medical, dental, and vision plans for eligible full-time regular employees.
• Paid time off (PTO) and holidays for eligible full-time regular employees.
• Short- and long-term disability insurance for eligible full-time regular employees.
• Life insurance for eligible full-time regular employees.
• 401(k) with a 7% dollar-for-dollar match for eligible full-time regular employees.
• Voluntary programs and discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED