Fixed Site Operations Manager

We Are Blood•Austin, TX

6d•Onsite

About The Position

Purpose: Provide outstanding customer service to donors, coworkers and guests thus ensuring the best possible donation experience and working environment. Establish and maintain quality practices while continually seeking to improve and expand upon performance and knowledge for self and staff.

Requirements

Minimum of 3 years of recent experience in a supervisory role in a medical setting, preferably with donor qualification, quality control and document review in a blood center environment.
CPR certified.
High school diploma or equivalent required. College degree preferred; College degree may substitute for 1 year of supervisory experience.
Demonstrated high-level of organizational, logical, and interpersonal skills.
Excellent customer service skills.
Superior verbal and written communication skills required, experience writing employee evaluations and counseling statements, system improvement reports, SOPs, training plans and validation plans strongly preferred.
Strong people management and leadership skills required, including experience in training and development.
Strong computer skills. Experience with blood bank software preferred.
Must be at least 21 years old, have reliable transportation and valid Texas driver’s license; must be able to provide a copy of an acceptable driving record and proof of liability insurance.
Ability to lead a team and exhibit professional conduct and demeanor at all times.
Ability to adapt to changing situations .
Ability to employ critical thinking skills to solve issues regarding donor eligibility, staffing, and other matters related to operations.
Ability to maintain high attention to detail and make sound judgments in a busy and distracting environment including the ability to perform the same task repeatedly with a high level of accuracy.
Ability to interpret and respond appropriately to sensitive/confidential information and situations.
Ability to maintain on-call responsibilities, and flex set schedule to include evenings or alternate days of the week as needed including Saturdays/Sundays.
Ability to make priority determinations and work without direct supervision, with the ability to work on multiple projects simultaneously, using excellent time management skills to complete all assigned projects in a timely manner.
Ability to lift up to 25 pounds unassisted.

Nice To Haves

College degree preferred
College degree may substitute for 1 year of supervisory experience.
experience writing employee evaluations and counseling statements, system improvement reports, SOPs, training plans and validation plans strongly preferred.
Experience with blood bank software preferred.

Responsibilities

Personnel Management: Provide direction and motivation for staff; In conjunction with Director of Fixed Site Operations and Human Resources, interview, make hiring, promotion, demotion and termination recommendations, and conduct performance appraisals for direct reports, investigate and rectify employee performance, attendance and/or behavioral concerns with timely counseling; Identify individual and departmental training needs, conduct training sessions and maintain training documentation; Review performance data to measure employee productivity and goal achievement; report performance data to staff on a monthly basis; Evaluate and develop staff both in technical growth as well as emotional intelligence; Cultivate an environment of teamwork. Rotate staff call-in on-call.
Serve as subject matter expert for Donor Services: Develop and sustain complete familiarity with all technical skills, departmental SOPs, quality policies and procedures, human resources policies and procedures, donor database, operator manuals, training plans and other materials utilized at We Are Blood, including whole blood, red cell, apheresis and special donations; Support staff in evaluating donor and patient qualification, as needed and per the rotating on-call schedule; Assist Clinical Services with autologous and directed/dedicated donor scheduling/ collections or coordinate collection and recruitment of rare or specially requested units from Hospital Services, Laboratory, hospitals and physicians; Participate in the rotating on-call schedule to receive and respond to website/email generated donor eligibility inquiries; Prepare and/ or assist with donor reentry documentation to update donor eligibility, assign deferral codes/dates and ensure that all donor deferral data is accurately recorded in the computer database as necessary; Support staff in technology/ procedure troubleshooting and routine maintenance of apheresis equipment; Evaluate all sources of donor information, ensure all donor data is accurately recorded in the computer databases, including manual data entry as necessary, audit and resolve any discrepancies between manual and computer donor records; Assist with donor reaction review and follow-up as necessary; Serve as liaison between donors and the Medical Director(s).
Administration of basic managerial functions: Oversee the day to day management of staff and collection operations; Ensure compliance with all applicable industry, federal and organizational guidelines, protocols, policies, and procedures, including timely and appropriate reporting of all Worker’s Compensation exposures, illnesses, or injuries; Ensure thorough and effective communication and dissemination of information to donors, patients, coworkers, guests and contracted partners; Ensure department procedural documents are reviewed and updated in accordance with approved schedules; Partner with the Director of Fixed Site Operations to prepare and monitor adherence to the department’s business plan and annual budget; make small departmental purchases as needed; Oversee staff to ensure a lean environment and attainment of We Are Blood goals; Ensure adequate operational stock and canteen supply levels are maintained; Review daily computer system reports to ensure regulatory compliance; Assist Mobile Operations Manager and Donor Services QC Coordinator in ensuring that all equipment is maintained, validated, and repaired as needed or as required by SOP; Communicate collection data with Community Engagement management to ensure that daily/weekly collection goals are met; Coordinate with other managers to ensure that days and hours of operation at all fixed site locations are supported.
Project management: Work with DS and QA management to establish, implement and validate new processes, protocols, procedures and technologies; Draft and revise apheresis and collections SOPs; Coordinate investigation and finalization of System Improvement Reports; Execute or delegate special projects and other duties as assigned. Ability to make priority determinations and work without direct supervision, with the ability to work on multiple projects simultaneously, using excellent time management skills to complete all assigned projects in a timely manner.
Behavior: Demonstrate and ensure that the highest levels of service and professionalism are exhibited. Ensure effective communication of organizational information amongst staff, maintain constructive and cooperative interdepartmental relationships. Leverage knowledge and interpersonal skills to achieve departmental goals; Support Donor Services Management through collaboration with the management team, and to fill in for other managers as needed. Demonstrate actions consistent with role model behavior and attainment of We Are Blood goals; Present a professional and courteous demeanor at all times as a key public representative of We Are Blood.
Meet and exceed employee program expectations of AMO CommYOUnity! standards: Rewards & Recognition, Communication, Individuality, Integrity, Respect, and Pursuit of Excellence.
Perform special projects and other duties as assigned by Director of Fixed Site Operations.