Donor Engagement Specialist, Bilingual, Korean - Hybrid/Remote

POSITION SUMMARY:

Please apply online using a laptop or desktop computer.

This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the Be The Match Registry who are being asked to save a patient's life. The role involves using investigative skills in partnership with information from within Be The Match systems in order to locate and contact donors. Candidates must effectively engage donors who could have misconceptions about the donation process. Responsibilities of this role include the ability to access information from within Be The Match systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly. 

The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through. Good guardianship of member confidentiality and identity is required. Role supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management. Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavy blended (inbound and outbound) call environment. This position can be remote (US) or hybrid.  #LI-Remote #LI-Hybrid 

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ACCOUNTABILITIES:

Contacts Members/Donors for Donor Search-Related Activities that Include the Following Qualifications:

• Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid Search Engines, and social media to locate updated contact information. 
• Donor Education (advanced) - Reinforces commitment and retention messages to donors. Asks open-ended questions to assist in overcoming donor barriers to donation. Utilizes reflective listening skills, summarizes conversations, and assesses next steps in the donation process. 
• Practices behavioral coaching techniques- asks open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process.
• Donor Health Screening (advanced) - Collects donors' medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps.
• Coordination of Blood Draws (appointment time, location, kit ordering, donor/kit tracking) and completing follow-up forms as needed.
• Completes operational activities within established timelines and standards and maintains compliance with identified department performance standards.
• Practices good guardianship of member confidentiality and identity through appropriate use of available people finder tools.
• Completes first contact activities within established timelines. Provides required updates to Provider Services, as applicable. Documents all donor activity in STAR Link/Salesforce donor file. Completes all appropriate NMDP documentation.
• Maintains standards and compliance with identified department performance standards to increase the number of donors moving forward to donation.

Establishes and Maintains Good Relationships with Donor Operations, Donor Center Staff, Collaborating Departments, and External Vendors:

• Maintains understanding of donor operations processes and unique customer requirements.
• Upholds, develops, and supports relationships with Provider Services, NMDP KitMaker and external laboratory partners or other draw sites to maintain phlebotomy sites throughout service areas.
• Collaborates with other teams and departments to achieve goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy).
• Collaborates closely with Workup teams to manage details and ensure smooth and timely hand-offs of donor cases.

Other Duties as Required for Team/Department Operations:

• Maintains on-going knowledge of HLA, and blood stem cell transplantation.
• Assists in maintaining STAR Link donor database.
• Participates in shared team responsibilities and staff back-up including coverage of calls on the general team "phone skill" and servicing those member/donor files as needed with a demonstration of excellent customer service/resolution skills.
• Advanced internet research skills including familiarity with social media.
• Applies appropriate use of available people finder tools, as deemed necessary.
• Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state and local laws. Adheres to OSHA guidelines as applicable.
• Manage high volume of challenging file type.