Donor Care Specialist

Job Description:

Responsibilities:
1.Manage donor complications arising from the donation process. Provide appropriate care for donors reporting complications from their donation. Take appropriate and timely product action in response to additional information provided by donors.

2.Provide timely, accurate and helpful answers to donors and staff regarding donor eligibility, complaints and concerns.

3.Communicate directly with donors to ensure proper care and resolution of complication. Ask probing questions to ensure facts of case are known and in order to provide correct care for donor.

4.Manage donor complication cases to resolution and timely closure.

5.Perform medical director/designee review and final quality review for donor complication cases.

6.Identify, control and retrieve suspect products (includes gaining control, product retrieval, consignee notification, tracking responses from consignees, case review and managing cases through closure).

7.Investigate discrepancies in donor records. Correct, update and verify changes to donor records to ensure appropriate entry and confidential handling of donor data. Identify and control impacted suspect products resulting from changes.

8.Monitor security to ensure only authorized personnel have access to confidential donor records.

9.Prepare and provide reports for regions and BHQ regarding donor complication cases as required.

10.Perform all necessary tasks according to procedure and within established time frames.

11.Perform other related duties as necessary to maintain the team workflow.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.

Qualifications: (Please only apply if you have one of the following)
Certification as Registered Nurse (RN), Licensed Practical Nurse (LPN) or Medical Laboratory Professional (MT or MLT) is required. Minimum one year of related experience in patient care, blood collections or patient testing is required. Prior blood banking or similar customer service experience preferred. Excellent written and verbal skills and ability to probe donors to elicit a complete and accurate health history is required. Intermediate to advanced level computer skills with Microsoft Office applications in a Windows environment is required.

Scope:
Provides care to donors with complications from their donation. Has continuous contact with field staff, physicians and BHQ Hemovigilence staff. Maintains quality and regulatory standards. Represents the Red Cross to the public during daily interactions.

Competencies:
The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated in order to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further details on the appropriate competencies for a specific position.

Essential Functions/Physical Requirements:
Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment. The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs.

Exposure levels are based on the essential functions as stated in this position description; however, in some instances, variances may occur due to the applicable nature of this position within a particular work site. Therefore the work site may determine the exposure level to be greater than or less than the below stated level.

This position is an exposure determination 0 in view of the fact that normal work involves no exposure to blood or blood components and/or human body fluids or tissue samples as a result of splashes, spills, and/or needlesticks or performance of or assistance in first aid.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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