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Customer Service Representative

2 months ago

Allentown, Pennsylvania, United States CSL Plasma Full time
Job Summary

CSL Plasma is seeking a highly motivated and detail-oriented Customer Service Representative to join our team. As a key member of our center, you will be responsible for ensuring a positive experience for our donors and providing exceptional customer service.

Key Responsibilities
  • Prepare Donors for Phlebotomy: Prepare the donor area and equipment for the pheresis process, ensuring a safe and efficient environment.
  • Monitor Donor and Pheresis Process: Monitor the donor and the pheresis process, responding to specific alarms or signals that may occur during the process.
  • Disconnect Donors: Disconnect the donor when the process is complete, ensuring a smooth and safe transition.
  • Maintain Alertness and Awareness: Maintain alertness and awareness to any reaction the donor may have during or after the pheresis process and notify appropriate staff.
  • Record Incidents: Use a Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances, and donor adverse events.
  • Link Equipment and Soft Goods: Use the PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.
  • Alert Group Leader or Supervisor: Alert the Group Leader or Supervisor of donor flow issues, ensuring a smooth and efficient process.
  • Record Donor Data: Ensure the accurate recording of donor data in the electronic donor information management system, as outlined in the Standard Operating Procedures (SOPs).
  • Understand Policies and Procedures: Understand the policies and procedures associated with hyper immune programs at the center, if applicable.
  • Maintain Clean and Efficient Work Environment: Maintain a clean and efficient work environment, ensuring sufficient operating supplies and forms are available as needed.
  • Follow Health and Safety Policies: Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures, promoting safety in all actions.
  • Maintain Confidentiality: Maintain confidentiality of all personnel, donor, and center information.
  • Perform Job-Related Duties: Perform job-related duties as assigned, including cross-training in other areas to meet the needs of the business.
Requirements
  • Education: High school diploma or equivalent required.
  • Experience: Minimum of three (3) months' work experience, preferably in a medical or health provider environment, or an equivalent combination of education and experience.
  • Skills: Will perform basic math calculations, understand and follow basic instructions and guidelines, and be able to see and speak with customers and observe equipment operation.
  • Working Conditions: Understand, remember, and apply oral and/or written instructions, occasionally perform tasks while standing and walking up to 100% of the time, reach, bend, kneel, and have a high level of manual dexterity, occasionally be required to lift and carry up to 25 pounds, and frequently exposed to hazardous chemicals, extreme temperatures, and to blood-borne pathogens.