Inbound Agent Donor Response

2 weeks ago

Grand Rapids Michigan, United States Versiti, Inc. Full time
Overview:
Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious.

We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories.

Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers.

At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary:
This entry-level contact center role is responsible for creating an exceptional donor experience by promptly answering external donor requests via inbound call activity for any of our sites as well as other external communication related tasks, such as replying to donor voicemails. This position is accountable for individual metrics and meeting team collection goals. Career progression for this role includes moving into an Agent or Senior Agent role.

Responsibilities:
Adheres to work schedule

Meets productivity, quality, and service level goals

Properly uses transfer process to connect donor with appropriate department

Follows inbound call processes

Answers donor questions, requests and concerns received through any external communication channel
(phone,chat,text)

Focuses on handling various incoming donor requests to allow agents and senior agents to focus on outbound recruitment efforts

Educates and motivates donors to schedule their next donation appointment, where applicable

Attends training and implements techniques/tactics taught into workflow

Maintains accurate donor information in profile

Executes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donors

Ability to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standards

Participates on team projects, as assigned

Demonstrates Versiti's core values daily

Provides excellent customer service by always doing what is right for the donor

Advocates Versiti’s mission in the community

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

Qualifications:
EducationHigh School Diploma required

equivalent required

Experience1-3 years customer service experience, preferably in a contact center environment required

Knowledge, Skills and AbilitiesExcellent verbal and written communication skills required

Ability to present information to donors with a pleasant demeanor at all times and diffuse situations required

Good attention to detail and accurate data entry skills required

Results-oriented / collaborates with management to meet individual goals required

Ability to multi-task and proactively communicate progress/obstacles required

Ability to perform in a team-oriented environment required

Proficient computer skills (Microsoft Office) and ability to learn job-specific applications required

Moderate to high level of experience working within a multi-channel contact center (social media, chat, email, text) – helpful in order to advance to an Agent II role required

Tools and TechnologyPersonal Computer (desk top, lap top, tablet) required

Microsoft Office products required

Must learn contact center-specific programs (HemaTerra) required

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