Group Leader - Customer Service

Job Description Summary

Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. Additional duties include registration of qualified, applicant and transfer donors. Possesses a general knowledge of the plasma pheresis operation.

Job Description

1. In compliance with Standard Operating Procedures (SOP), assists qualified donors in completing the screening process. The screening procedures includes but are not limited to : assessing the self-administered health history, answering basic medical questions associated with the donation process, referring donors to medical staff when appropriate and performing health screening procedures such as blood pressure, pulse, weight, temperature. Performs finger stick to obtain sample to obtain donor's hematocrit and total protein levels.

2. May be involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center.

3. Educates new donors on the use of therapeutic products made from donated plasma. Explains the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donors' questions are answered timely, accurately and professionally.

4. Answers the telephone and assists in providing appropriate information to the caller.

5. Maintains alertness and awareness to any reaction a donor may have during or after the pheresis process and notifies appropriate staff.

6. Maximizes donor flow by allocating staff and resources to appropriate center area or task.

7. Conducts daily calibration of equipment according to SOP and Plasma Operating Procedures (POP). Resolves calibration issues. Troubleshoots equipment failures. Creates incident documentation, removes and / or replaces equipment from service.

8. Provides guidance and technical training on processes and procedures to reception staff and other staff as required.

9. Supports center management by providing input into staff scheduling, and resolves minor donor relations and technical procedure issues. Refers employee relations issues to center management staff.

10. Ensures the accurate recording of donor data in the electronic donor information management system as outlined in SOPs.

11. Understands the policies and procedures associated with hyper immune programs at the center if applicable.

12. Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions. May conduct routine audits of these internal procedures and documentation.

13. Maintains confidentiality of all personnel, donor and center information.

14. May be cross-trained in other areas to meet the needs of the business.

15. Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

16. Perform other job-related duties as assigned.

Education

• High school diploma or equivalent required

Experience

Working Conditions

(physical & mental requirements)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, veteran status, national origin or other legally protected classifications.

CSL offers the following benefits for this full-time position, most are effective the first day of hire : Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage; Company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL's 401(k) Savings Program; Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company.

Our Benefits

CSL offers the following benefits for this full-time position : Options for health care benefits, including choices of plans for medical, dental, and vision, prescription drug coverage; Company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL's 401(k) Savings Program; Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company. For more information on CSL Plasma benefits visit https : / / cslbenefits.com / cslp.

About CSL Plasma

CSL Plasma operates one of the world's largest and most sophisticated plasma collection networks, with over 350 plasma collection centers in the U.S., Europe and China. Headquartered in Boca Raton, Florida, CSL Plasma is a subsidiary of CSL Behring, a global biotherapeutics business and a member of CSL. Plasma collected at CSL Plasma facilities is used by CSL Behring for the sole purpose of manufacturing lifesaving plasma-derived therapies for people in more than 100 countries. The parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people.

We want CSL to reflect the world around us

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL.

Do work that matters at CSL Plasma! Pandologic. Category : , Keywords : Receptionist