Group Leader - Customer Service

CSL•District Heights, MD

About The Position

Under limited supervision, the Group Leader - Customer Service trains reception staff and helps 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 answers telephone inquiries. It monitors donors for reactions during or after the pheresis process and notifies appropriate staff. The Group Leader allocates staff and resources to maximize donor flow, calibrates equipment daily, resolves and documents equipment 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 scheduling, donor relations, and technical procedure issues, ensures donor data is recorded accurately in the electronic donor information management system, and follows applicable HSE and OSHA policies and procedures. Different qualifications or responsibilities may apply based on local legal or educational requirements; refer to local job documentation where applicable.

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 a health care or 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 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 and 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 in accordance with SOPs.
Follow Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.