Supervisor Donor Services

Versiti•Milwaukee, WI

1d•Onsite

About The Position

Versiti is a fusion of donors, scientific curiosity, and precision medicine, recognizing the precious gifts of blood and life. It houses the world-renowned Blood Research Institute, enables life-saving gifts from donors, and provides the science behind medicine through diagnostic laboratories. Versiti brings together expertise in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical/scientific expertise to improve patient outcomes, quality services, and reduce care costs for various healthcare partners. The organization is passionate about improving patient lives and helping healthcare partners thrive. Under the direction of the Manager, the Donor Services Supervisor is responsible for maintaining, motivating, encouraging, and developing staff to attain their full potential through positive reinforcement and corrective action. The Supervisor will assist in creating and implementing systems and processes to provide oversight of blood and blood procurement activities. This role involves supervising and assisting Donor Services associates in the procurement of blood products from donors and/or patients to support production requirements, which may include assisting in donor recruitment for automated blood collection procedures. The Supervisor partners with Donor Services management to ensure the Donor Services Department achieves its goals for overall quality, cost, and production.

Requirements

High School Diploma or equivalent required
Previous experience in customer service required
1-3 years supervisory experience required
Valid driver’s license required
Excellent customer service, interpersonal, oral and written communication skills required
Ability to express oneself clearly/effectively in written and oral form
Ability to communicate effectively with co-workers, management, vendors and/or customers as necessary
Ability to handle sensitive or confidential information discreetly
Possess the medical knowledge necessary to determine donor suitability, render immediate and proper care to donor and patient, and attend to safety and quality control issues as required by Procedure and external regulatory requirements
Ability to multi-task while paying close attention to detail
Well-groomed, professional appearance
Ability to work in a positive manner under pressure in a fast-paced environment
Ability to work well with others as a team member required
Must be accessible by phone and email
Ability to travel to all Versiti sites, including overnight stays, is required.
Personal and Network Computer required
MS Office (Word, Excel, Outlook, PowerPoint) required
Hemasphere required
Title 21 required
Multiple phone lines, printer, fax, and copy machines required
Must be computer literate and able to use the necessary software and hardware to perform job functions and access company communications. required

Nice To Haves

Bachelor's Degree preferred
Leadership experience in a customer service environment preferred
Previous phlebotomy and / or healthcare experience preferred

Responsibilities

Plans, implements and supervises functions of assigned associates who collect blood and blood components, and/or supporting areas such as document control, training and scheduling.
Communicates changes and problems to associates and verifies their understanding of changes in policy/procedures.
Projects workflow, prioritizes duties, troubleshoots, and problem solves.
Serves as a public relations contact for donors, patients, coordinators, recruiters, and the general public.
Acts as a preceptor to new associates as assigned and conducts in-service training, as applicable.
Accurately performs, as required, all pre-activities defined by departmental procedure for which the associate has successfully completed training and for which competency assessment is current.
Works in all technical capacities as needed.
Ensures donor related documents are complete and accurate, as applicable.
Performs waived tests as described by the Clinical Laboratory Improvement Amendment of 1988, as applicable.
Is accessible to collection personnel at all times testing is performed to provide on-site telephone or electronic consultation to resolve technical problems in accordance with policies and procedures (SOPs) established by the director.
Provides day-to-day supervision of moderate complexity test performance (automated hematology) by collection personnel.
Monitors test analyses and specimen examinations to ensure that acceptable levels of analytic performance are maintained.
Assures that all remedial actions are taken whenever test systems deviate from the laboratory’s established performance specifications, policies, and procedures.
Ensures that donor test results are not reported until all corrective actions have been taken and the test system is properly functioning.
Provides orientation to all collection personnel.
Annually evaluates and documents the performance of all testing personnel.
Evaluate new personnel initially and at six months.
Observes, documents and evaluates performance of Donor Services associates through competency observations and observation form usage, as applicable.
Prepares/administers annual performance appraisals for assigned staff.
Makes recommendations about scheduling and/or monitoring of associate’s work assignments and promotional opportunities.
Adheres to, and enforces all, including but not limited to, Versiti, AABB, FDA, CLIA, ISDH, and EMEA policies and procedures, as applicable.
Oversees Donor Services associates to ensure they remain in compliance and follow the above policies/procedures as applicable.
Must maintain knowledge of and observe all regulatory requirements and practices, including FDA current Good Manufacturing Practices and Good Tissue Practices, as applicable.
Ensures all regulatory requirements are met while creating an atmosphere for donors/patients/staff to have a positive experience.
Drives Versiti vehicle when needed to complete job-related functions.
Complies with and enforces all Versiti safety policies and procedures.
Follows universal precautions and protective measures required by Versiti and outside regulatory agencies.
Conducts coaching/counseling sessions, as required, to identify and address technical concerns, customer service issues and employee related issues.
Conducts / attends all required departmental meetings and training sessions as required and participates in the trial and evaluation of new methods and equipment.
Responsible for meeting departmental productivity and quality standards, identifying problems within the work area as they occur, performing root cause analysis, and offering process improvements.
Achieves mobile/donor center collection goals by managing to daily goal (which includes day of automation conversions, split rates, equipment run rates, inventory needs).
Participates in obtaining organizational goals through replenishment strategies (i.e. re-booking, apheresis education, email information collection).
Motivates and mentors staff to achieve, and strive to exceed, the requirements of their position.
Acts as a positive role model.
Maintains required level of communication, which includes using email, phone, and other modes of communication, as applicable.
On call, as required, to address urgent issues affecting drive or donor center operation, including addressing scheduling issues.
Performs essential functions which may include working irregular hours that include late nights, early mornings and weekends at various locations.
Maintains confidentiality and discretion as required.
Performs other duties as required, which relate to Blood Center functions.
Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.
Understands and performs in accordance with all applicable regulatory and compliance requirements.
Complies with all standard operating policies and procedures.