Group Leader - Customer Service

CSL•Baltimore, MD

About The Position

The Group Leader - Customer Service works under limited supervision to train reception staff and facilitate efficient donor flow through the center. The role assists qualified donors with the screening process in accordance with standard operating procedures (SOPs), educates new donors about therapeutic products made from donated plasma, and provides information to callers. The position monitors donors for reactions during or after the pheresis process and notifies appropriate staff. It allocates staff and resources to maximize donor flow, conducts daily equipment calibration, resolves and documents issues, and replaces equipment as needed. The role also provides guidance and technical training to reception and other staff, supports center management with input on staff scheduling, donor relations, and technical procedures, and ensures donor data is accurately recorded in the electronic donor information management system. The Group Leader follows Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Different qualifications or responsibilities may apply based on local legal and educational requirements; local job documentation applies where relevant.

Requirements

High school diploma or equivalent vocational or technical training.
At least 18 months of experience in a clerical or customer service-related position, preferably in health care or a plasma collection environment, or an equivalent combination of education and experience.
Ability to perform basic math calculations.
General knowledge of plasma pheresis operation.

Nice To Haves

Experience in a health care or plasma collection environment.

Responsibilities

Train reception staff and facilitate efficient donor flow through the center.
Assist qualified donors with the screening process in accordance with standard operating procedures (SOPs).
Educate new donors on therapeutic products made from donated plasma.
Answer the telephone and provide appropriate information to callers.
Monitor donors for reactions during or after the pheresis process and notify appropriate staff.
Allocate staff and resources to appropriate tasks or center areas to maximize donor flow.
Conduct daily equipment calibration, resolve issues, document issues, and replace equipment 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 on staff scheduling, donor relations, and technical procedure issues.
Ensure accurate recording of donor data in the electronic donor information management system as outlined in SOPs.
Follow all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.