Group Leader - Customer Service

CSL Plasma•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 supports donors through the screening process, educates new donors about therapeutic products made from donated plasma, and responds to telephone inquiries. It also monitors donors for reactions during or after the pheresis process and notifies appropriate staff. The position helps maximize donor flow by allocating staff and resources to suitable tasks and center areas. It conducts daily equipment calibration, resolves and documents issues, and replaces equipment as needed. The Group Leader provides guidance and technical training to reception and other staff, supports center management with input on scheduling, donor relations, and technical procedures, and ensures donor data is accurately recorded in the electronic donor information management system. The role follows applicable HSE and OSHA policies and procedures.

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 healthcare 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.

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 about therapeutic products made from donated plasma.
Answer telephone calls 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 related to 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 Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.