Public Engagement Coordinator - remote

Be The Match • Minneapolis, MN

344d • Remote

About The Position

Member Engagement serves as a holistic customer-centric OMNI channel support center of NMDP, ensuring a seamless and engaging experience for our customers focused on the value & acknowledgment for their unique contribution to our mission. Our multifaceted role encompasses a range of vital functions to engage and support our various customers. Learning agility and the ability to pivot from communication channel, task and range of customer inquiries are vital skills for success in this role. We are a highly collaborative team; among each other and across the organization and levels of leadership to provide positive experiences for our customers. Innovation and continued learning & development are encouraged. In Public Engagement we value and respect each other through our actions and words of honesty, acceptance, openness, & reliability. At the core of the team's purpose is the commitment to provide program education and essential resources to anyone who connects with us, guiding them on how they can actively support the mission of saving lives through cell therapy. We maintain data integrity of the member registry and MyNMDP portal while safeguarding supporter & member confidentiality and identity. We are deeply engaged in our work and recognize the profound impact it has on patients, donors, and broader communities. This is a remote position (US). #LI-Remote

Requirements

• Knowledge of MS Office to include: basic word processing, spreadsheet, and database software application skills.
• Proficiency with applying computer skills and engaging with customers simultaneously.
• Internet research skills.
• Deliver effective communication skills & emotional intelligence in a mission driven call center environment.
• Advanced writing skills, with proven ability to convey complex technical or procedural information clearly and concisely.
• Exhibit high learning agility & multitasking proficiencies by integrating new knowledge into daily tasks.
• Role model a high standard of behaviors: NMDP operating principles & values.
• Contributing to a healthy team culture; collaborative teamwork, reliability, openness, empathy, perceptiveness, creativity, and efficiency.
• Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
• Maintain confidentiality related to information contained in files or records retained within the department.
• Flex work hours to accommodate staffing needs; Evening/weekend hours may be required.

Nice To Haves

• Functional knowledge of business social media principles, practices.
• Salesforce experience.
• Knowledge of employee engagement practices (e.g., Strength Finders, MBTI).
• Familiarity with medical terminology.
• Previous call center experience.

Responsibilities

• Provide organizationally holistic engagement and experience in response to omni-channel communications.
• Responds to incoming channels: Answer incoming phone & text queues for the organization's main public telephone number, receptionist phone line & public website channels (online forms & chat functions).
• Prioritize competing tasks according to SLA (service level agreement).
• Utilize multiple resources to provide correct program education and internal handoff to other teams.
• Provide general program information & convey extensive knowledge about the organization.
• Technical resolution of online member registration & member accounts.
• Health assessment of registry members.
• Additional ways to support the mission aside from the registry.
• Volunteer, financial, advocacy & awareness of NMDP.
• Data & online privacy basics.
• HLA and donor to recipient matching basics.
• Donation experience basics, education to resolve barriers to donation.
• Recruitment swab issues.
• Data maintenance of member profiles including reconciling duplicate member registrations & international relocation.
• Support of call to action in marketing & foundation communications.
• Triage to internal teams for expert support when needed to resolve a customer inquiry.
• Perform customer interactions to quality standards: employing emotional intelligence skills in acknowledging emotional situations & discovering root cause/motivation behind the customers inquiry.
• Outreach tasks as required; returning voicemail & other projects as needed to support organizational goals and strategies.

Benefits

• Medical, dental, vision, life and disability insurance.
• Accident/critical illness/hospital benefits.
• Well-being, legal, identity theft and pet benefits.
• Retirement plans.
• Paid time off/holidays.
• Leave and incentive plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees