Contact Center Associate/Apheresis Tele-Recruiter, Enterprise

2 weeks ago

Providence, United States Rhode Island Blood Center Full time


Contact Center Associate/Apheresis Tele-Recruiter, Enterprise

Job Locations

US-RI-Providence

ID

2024-6353

Category

Administrative

Work Location Type

Remote

Type

Regular Full-Time

Overview

In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

For more information about a career with us, please watch the video below:

"Career in Blood" video

Responsibilities

This role recruits, prescreens, and schedules apheresis/platelet donors via various telecommunications channels, provides information, addresses queries, and encourages apheresis/platelet donation to ensure platelet products supply, meeting current and future needs of the clients served.

Candidates must be able to report into one of the following NYBCe locations: Lincoln, Nebraska; St. Paul, Minnesota; Providence , RI and Newark, DE.

  • Engage and Recruit: Make calls, text, and email current donors, across all divisions, to build relationships, educate them about apheresis/platelet donation., and schedule future appointments effectively while ensuring focus days are properly utilized to ensure inventory and hospital demand are able to be met.
  • Champion Platelet Conversion: Use targeted outreach strategies and insightful educational materials to convert known donors into platelet donors. Leverage your soft sales skills to make a connection with donors, emphasizing the science based, patient based and donation specific data behind this critical procedure. May also attend local blood drives to assist with donor conversion.
  • Possess a deep understanding of varying donor eligibility guidelines and utilize provided resource(s) to effectively educate donors to minimize on-site deferrals.
  • Drive Results: Maintain minimum daily production thresholds for calls and appointments to meet platelet collection goals and contribute to the team's success.
  • Ability to manage data via scheduling, canceling, and rescheduling appointments on the donor relationship management software. Accurately track and update donor information, including but not limited to call outcomes, donor suitability requests and record post-donation details, ensuring data integrity and supporting department operations. Will utilize multiple CRM's as part of the day to day job function.
  • Focus on action: Constantly innovating to optimize the platelet donor experience. Acts as a bridge between donors and leadership, ensuring critical concerns are heard and acted upon. Provides proactive feedback and suggestions regarding donor incentive, schedules, operations, etc.
  • Communication is Key: Speak respectfully and professionally with donors, building trust, fostering commitment, and providing world class service on each interaction.
  • Proactive Problem Solver: Maintain consistent communication with team leaders, while continuously identifying process improvement opportunities and take a proactive approach to find alternative solutions. Escalate critical technical issues with clear details and relevant evidence to ensure timely resolution.
  • Multitasking Master: Actively handle inbound calls from donors and the main automated attendant, promptly addressing questions/inquiries, while directing calls for business partners appropriately. Assist donors via inbound text and e-mail, as assigned, while ensuring departmental service level agreements are met or exceeded.
  • Engagement & Incentives: Participate in campaigns, events, and incentive programs to boost donor response and cultivate a positive atmosphere.
  • Flexibility is Key: Ability to navigate changing priorities with focus and adaptability.
Qualifications

Education:

  • High school diploma or equivalent. Preferred Associate's degree or higher.

Related Experience:

  • 3 years' demonstrated work experience in a high-volume call center and/or sales role.
  • Working knowledge of computers and associated software.
  • Customer service training.
  • Proven experience in donor relations within the healthcare field is highly desirable.
  • Understanding of blood donation processes, apheresis and platelet donation procedures is a plus.

Knowledge:

  • Read and interpret medical, technical, regulatory, and quality procedures.
  • Advanced knowledge/understanding of multiple computer desktop applications, computer software systems and telephone systems, which may vary within the enterprise.
  • Understanding of Key Performance Metrics (KPI's) and their relation to the department's goals and mission.
  • Intermediate working knowledge of Microsoft Office and Outlook.

Skill:

  • Effective written and oral communication skills, with strong ability to articulate complex information clearly and persuasively.
  • Strong data analysis and problem-solving skills.
  • Attention to detail and organizational skills.
  • Accurate in transcription of numbers, add, basic math skills.
  • Goal-driven and results-oriented, meeting and exceeding donor recruitment targets.

Abilities:

  • Resolve problems and customer concerns.
  • Ability to quickly adapt workflow based on business needs.
  • Maintain composure under pressure.
  • Work in a team environment or independently.
  • Basic troubleshooting skills.
  • Ability to identify and communicate trends.
  • Commitment to providing a world class donor experience.
  • Use logic and reasoning to identify and analyze alternative solutions, conclusions, or approaches to problems within established policies and procedures.
  • Work irregular hours or overtime as dictated by departmental needs.
  • Type 50 wpm.
  • Ability to attend 4 week training onsite
  • Ability to be present at the office 1 day each month after completting training.

The proposed hourly wage for this position is $22.00/hour.

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