Group Leader - Customer Service

CSL•Indianapolis, IN

About The Position

The Group Leader - Customer Service trains and coaches reception staff and facilitates efficient donor flow through a plasma donation center. The role also supports registration of qualified, applicant, and transfer donors and requires general knowledge of plasma pheresis operations. The Group Leader helps donors complete screening, explains donation procedures and center policies, answers questions and calls, and monitors donors for reactions. The role allocates staff and resources to optimize donor flow, calibrates and troubleshoots equipment, trains staff, supports scheduling, maintains accurate donor records, and helps keep the work environment safe, clean, and adequately supplied. The position follows applicable SOPs, Plasma Operating Procedures, HSE, and OSHA policies, and maintains confidentiality of personnel, donor, and center information. Other duties may be assigned, and cross-training or bilingual skills may be required based on business needs. This full-time position requires a high school diploma or equivalent and at least 18 months of clerical or customer service experience, preferably in healthcare or plasma collection, or an equivalent combination of education and experience. Basic math skills are required. The work takes place in a fast-paced environment with frequent interruptions and may involve standing and walking, manual dexterity, lifting and carrying items up to 25 pounds, and exposure to hazardous chemicals, extreme temperatures, and blood-borne pathogens. Personal protective equipment is required for specified tasks or areas. Overtime and extended hours may be required to support center operations. CSL offers health care plan options, including medical, prescription drug, dental, and vision coverage; company-provided basic life insurance and short- and long-term disability; access to a 401(k) savings program; paid time off; and paid observed holidays. Most listed benefits are effective on the first day of hire.

Requirements

High school diploma or equivalent.
At least 18 months of experience in a clerical or customer service-related position, preferably in healthcare or plasma collection, 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 reach, bend, kneel, and perform tasks requiring a high level of manual dexterity.
Ability to occasionally lift and carry up to 25 pounds.
Ability to work overtime and extended hours to support center operational needs.
Ability to wear required personal protective equipment for specific tasks or areas.

Nice To Haves

Clerical or customer service experience in a healthcare or plasma collection environment.

Responsibilities

Assist qualified donors with the screening process in accordance with Standard Operating Procedures, including reviewing self-administered health histories, answering basic medical questions, referring donors to medical staff when appropriate, and performing health screening procedures.
Measure blood pressure, pulse, weight, and temperature, and perform finger sticks to obtain samples for hematocrit and total protein testing.
Register applicant and transfer donors when appropriately trained and as operational needs require.
Educate new donors about plasma-derived therapeutic products, screening, health tests, appointments, donation fees, center policies, nutrition, and other relevant information; answer donor questions accurately and professionally.
Answer telephone calls and provide appropriate information.
Watch for donor reactions during and after the pheresis process and notify appropriate staff.
Allocate staff and resources to appropriate center areas or tasks to maximize donor flow.
Conduct daily equipment calibration according to SOP and Plasma Operating Procedures, 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 on 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 SOPs.
Understand policies and procedures associated with center hyper immune programs, if applicable.
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 may conduct routine audits of internal procedures and documentation.
Maintain confidentiality of personnel, donor, and center information.
Cross-train in other areas as needed to meet business needs.
Perform other job-related duties as assigned.