Group Leader - Customer Service

CSL • Fort Smith, AR

5d • Onsite

About The Position

Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. Additional duties include registration of qualified, applicant and transfer donors. Possesses a general knowledge of the plasma pheresis operation.

Requirements

• High school diploma or equivalent required
• Minimum of 18 months experience in a clerical or customer service related position, preferably in a health care or plasma collection environment or equivalent combination of education and experience
• Must be able to perform basic math calculations
• Ability to make decisions which have moderate impact on immediate work unit.
• Understands, remembers and communicates routine, factual information
• Must be able to see and speak with customers and observe equipment operation.
• Occasionally perform tasks while standing and walking up to 100% of time
• Reach, bend, kneel and have high level of manual dexterity
• Occasionally be required to lift and carry up to 25 pounds
• Fast paced environment with frequent interruptions
• Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens.
• Required to wear Personal Protective Equipment while performing specific tasks or in certain areas
• Required to work overtime and extended hours to support center operational needs

Nice To Haves

• Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

Responsibilities

• Assists qualified donors in completing the screening process, including assessing health history, answering medical questions, referring donors to medical staff, and performing health screening procedures (blood pressure, pulse, weight, temperature).
• Performs finger stick to obtain samples for hematocrit and total protein levels.
• May register applicant and transfer donors.
• Educates new donors on the use of therapeutic products, explains the screening process, health screening tests, appointment system, donation fees, center policies, and nutrition.
• Ensures donor questions are answered accurately and professionally.
• Answers the telephone and provides appropriate information to callers.
• Maintains awareness of donor reactions during or after the pheresis process and notifies appropriate staff.
• Maximizes donor flow by allocating staff and resources.
• Conducts daily equipment calibration, resolves calibration issues, and troubleshoots equipment failures.
• Creates incident documentation and manages equipment removal/replacement from service.
• Provides guidance and technical training on processes and procedures to reception and other staff.
• Supports center management by providing input into staff scheduling and resolving minor donor relations and technical procedure issues.
• Ensures accurate recording of donor data in the electronic donor information management system.
• Understands policies and procedures associated with hyper immune programs.
• Maintains a clean and efficient work environment, ensuring sufficient supplies and forms.
• Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.
• Promotes safety in all actions and may conduct routine audits of internal procedures and documentation.
• Maintains confidentiality of all personnel, donor, and center information.
• May be cross-trained in other areas to meet business needs.
• Performs other job-related duties as assigned.

Benefits

• Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage
• Company-provided basic life insurance and Short- and Long-Term Disability
• The option to participate in CSL’s 401(k) Savings Program
• Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business
• Paid observed holidays as designated by the Company

What This Job Offers

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