Group Leader - Customer Service

CSL Plasma•Indianapolis, IN

23h

About The Position

The Group Leader - Customer Service trains and coaches reception staff and facilitates efficient donor flow through the center. The role includes registering qualified donors and, when trained and required by operational needs, applicant and transfer donors. It requires general knowledge of plasma pheresis operations and supports center operations by helping with donor screening, staff guidance, equipment calibration, and accurate donor records. In accordance with Standard Operating Procedures (SOP), the role assists qualified donors through screening, including reviewing self-administered health histories, answering basic donation-related medical questions, referring donors to medical staff when appropriate, taking health measurements, and performing finger sticks to obtain hematocrit and total protein samples. The position educates donors about plasma-derived products and center processes, responds to donor questions and telephone inquiries, and monitors donors for reactions during or after pheresis. The Group Leader allocates staff and resources to support donor flow, conducts equipment calibration and troubleshooting, documents incidents, and provides technical training and guidance. The role also supports center management with scheduling input and resolution of minor donor relations and procedural issues, while referring employee relations issues to management. It maintains a clean and supplied work area, follows applicable safety procedures, protects confidential information, and may be cross-trained or assigned other job-related duties. This is a full-time position. The work takes place in a fast-paced environment with frequent interruptions and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens. Personal protective equipment is required for certain tasks or areas. Overtime and extended hours may be required to meet center operational needs.

Requirements

High school diploma or equivalent.
At least 18 months of experience in a clerical or customer service-related position, preferably in healthcare or a plasma collection environment, or an equivalent combination of education and experience.
Ability to perform basic math calculations.
Ability to make decisions with moderate impact on the immediate work unit.
Ability to understand, remember, and communicate routine factual information.
Ability to see and speak with customers and observe equipment operation.
Ability to stand and walk for extended periods, reach, bend, kneel, and perform work requiring a high level of manual dexterity.
Ability to occasionally lift and carry up to 25 pounds.
Ability to work in a fast-paced environment with frequent interruptions and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens.
Ability to wear required personal protective equipment for specific tasks or areas.
Ability to work overtime and extended hours to support center operational needs.

Nice To Haves

Experience in a healthcare or plasma collection environment.
Bilingual skills may be required at the organization's discretion to meet business needs.

Responsibilities

Train and coach reception staff and facilitate efficient donor flow through the center.
Assist qualified donors with screening in accordance with SOP, including reviewing health histories, answering basic medical questions, referring donors to medical staff when appropriate, taking health measurements, and performing finger sticks for hematocrit and total protein samples.
Register applicant and transfer donors when appropriately trained and as operational needs require.
Educate new donors about therapeutic products made from donated plasma, screening, health tests, appointments, donation fees, center policies, nutrition, and other relevant information.
Answer donor questions and telephone inquiries accurately, professionally, and promptly.
Monitor donors for reactions during or after the pheresis process and notify appropriate staff.
Allocate staff and resources to center areas or tasks to maximize donor flow.
Calibrate equipment daily according to SOP and Plasma Operating Procedures (POP), resolve calibration issues, troubleshoot failures, document incidents, and remove or replace equipment from service as needed.
Provide guidance and technical training on processes and procedures to reception staff and other staff as required.
Support center management by providing input into staff scheduling and resolving minor donor relations and technical procedure issues; refer employee relations issues to center management.
Ensure donor data is accurately recorded in the electronic donor information management system according to SOP.
Understand policies and procedures associated with applicable hyper immune programs.
Maintain a clean and efficient work environment and ensure operating supplies and forms are available.
Follow HSE and OSHA policies and procedures, promote safety, and potentially conduct routine audits of internal procedures and documentation.
Maintain confidentiality of personnel, donor, and center information.
Cross-train in other areas and perform other job-related duties as assigned.