Donor Services Supervisor

Versiti • Traverse City, MI

7d • Onsite

About The Position

The Donor Services Supervisor reports to the Manager and supervises, motivates, develops, and supports Donor Services associates involved in procuring blood and blood components from donors and/or patients. The role helps create and implement systems and processes for oversight of blood procurement activities, and partners with Donor Services management to meet quality, cost, and production goals. Depending on the site or mobile operation, the supervisor may also help recruit donors for automated blood collection procedures.

The supervisor plans and oversees staff work, supports training and performance management, maintains regulatory and quality compliance, and may work in technical capacities as needed. The position serves as a contact for donors, patients, coordinators, recruiters, and the public. It may require driving a Versiti vehicle, travel among Versiti sites (including overnight stays), on-call availability, and work at various locations during irregular hours, including late nights, early mornings, and weekends. Work may involve exposure to blood or body fluids.

Requirements

• High school diploma or equivalent required.
• 1–3 years of supervisory experience required.
• Previous customer service experience required.
• Valid driver’s license required.
• Excellent customer service, interpersonal, oral communication, and written communication skills.
• Ability to express oneself clearly and effectively in written and oral form and communicate effectively with coworkers, management, vendors, and customers.
• Ability to handle sensitive or confidential information discreetly.
• Medical knowledge sufficient to determine donor suitability, provide immediate and proper care to donors and patients, and address safety and quality control issues 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.
• Computer literacy and ability to use the software and hardware needed to perform job functions and access company communications.
• Ability to meet applicable position responsibilities involving irregular hours, late nights, early mornings, weekends, and on-call work.

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 assigned associates performing blood and blood-component collection and supporting work such as document control, training, and scheduling.
• Communicate policy and procedure changes and problems to associates and verify their understanding.
• Project workflow, prioritize duties, troubleshoot issues, 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 and competency-current pre-collection activities and work in technical capacities as needed.
• Ensure donor-related documents are complete and accurate, and perform waived tests as applicable.
• For collection sites performing hematology testing, provide required technical consultation and day-to-day supervision; monitor test performance; ensure remedial actions and corrective actions are taken; ensure results are not reported until test systems are functioning properly; orient collection personnel; and evaluate testing personnel initially, at six months, and annually as applicable.
• Observe and document associate performance through competency observations and observation forms, as applicable.
• Prepare and administer annual performance appraisals, and make recommendations concerning work assignments, scheduling, monitoring, and promotion opportunities.
• Adhere to and enforce applicable Versiti, AABB, FDA, CLIA, ISDH, EMEA, and other regulatory policies and procedures; oversee associate compliance and maintain knowledge of applicable FDA current Good Manufacturing Practices and Good Tissue Practices.
• Create a positive experience for donors, patients, and staff while meeting regulatory requirements.
• Drive a Versiti vehicle when needed for job-related functions.
• Comply with and enforce safety policies, 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 meetings and training, and 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 replenishment strategies, including rebooking, apheresis education, and collecting email information.
• Motivate and mentor staff, model positive conduct, and maintain required communications by email, phone, and other applicable methods.
• Provide on-call support as required for urgent issues affecting drives or donor center operations, including scheduling issues.
• Maintain confidentiality and perform other duties within the scope of the job classification or Blood Center functions.
• Understand and perform in accordance with applicable regulatory and compliance requirements and standard operating 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: Mid Level
• Education Level: High school or GED