Donor Services Technician (Norfolk)

Position Overview The overall objective of a Donor Services Technician is to enhance and maximize the donor experience. As the first impression of the organization, the Donor Services Technician must reflect professionalism, competency, exemplary customer service skills, and a genuine appreciation for the donor and the values and mission of The Blood Connection. A Donor Services Technician registers, performs donor history, and completes donor physical assessment from allogeneic donors and if applicable, autologous, directed, and therapeutic donors in accordance to departmental SOPs and regulatory standards. This role must have excellent customer service skills and a presentable appearance. A Donor Services Technician must be able to work varied hours including working some weekends. While not desirable and is avoided when possible, this role must be able to adapt to a work schedule that may change with less than 24 hours’ notice. This position supports donor centers and mobile operations. Essential Functions Greeting Donors and Guests: Opens doors and welcomes visitors and patrons with a smile to achieve rapport and create ambience Genuinely greets donors and other guests in manner that promotes welcome and appreciation by smiling, standing, and showing respect to donors taking time out of their day to perform a charitable act Identifies donor by his or her specific appointment (if applicable) and endeavors to engage donor by name during the remainder of his or her donor experience Donor Eligibility: Assesses donor eligibility by performing computer verification Screens prospective donors through medical history, mini physical, and testing results Provides educational material Donor Collection: Performs the donor health history and physical assessment according to current standard operating procedures Selects proper material for blood collection Escorts donor through next phase of collection and ensures proper handoff to collections team member Maintaining Store Front Impression: Maintains facility appearance (organization and cleanliness of store front donor areas) by assuring that all store front l areas are clean, inviting and free of debris during operational hours (between janitorial cleanings) Ensures that the night cleaning staff is carrying out the duties allocated to them by visual inspection, reporting all non-conformances Liaising with Donors and Guests: Communicates the TBC vision of donor experience to patrons Capable of conveying the organizational values Capable of conveying the operational mission Engages donors in conversation and makes them feel important Stays “close to the customer" and maintains effective communication with him/her at all times through active engagement in the donation process and interpretation of the pulse of the current operational situation or circumstance Reports to management all observations that may tarnish a donor’s experience. Immediately contacts management if the donor appears disgruntled or unsatisfied Extends appreciation and gratitude to donors Completes TBC Donation Experience Training Operational Responsibilities: Maintains effective working relationships with collection staff and management to assure that the donor flow is expedited and efficient Provides professional, courteous, and prompt service Performs reception and telephone duties as assigned Performs donor collection support tasks (as indicated by appropriate training and release-to-task) Stocks donor screening room Miscellaneous: Participates in TBC sponsored blood drives and other special events Other duties as assigned or required Minimum Qualifications High School Diploma or GED Customer service experience preferred Valid Driver’s License with no major infractions and dependable transportation Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors, and co-workers Ability to work with all levels and in a diverse work environment Ability to establish and maintain effective working relationships with staff, management, and peers Physical Demands The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Lifting and/or pulling/pushing up to 50 pounds Sitting, standing, or walking for an extended period Bending and twisting