Donor Engagement Specialist, Bilingual, Vietnamese

Please apply online using a laptop or desktop computer.

POSITION SUMMARY:

This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the NMDP registry who are being asked to save a patient’s life. The role involves using investigative skills in partnership with information from within NMDP systems 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 NMDP systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly. This position can be remote (US) or hybrid. #LI-Remote #LI-Hybrid.

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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.

ACCOUNTABILITIES:

Contacts Members/Donors for Donor Search-Related Activities: 

• 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.
• Educates donors (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.
• Conducts 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.
• Coordinates  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 call queues, while servicing those member/donor files as needed with excellent customer service/resolution..
• 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.

Additional Bilingual Accountabilities:

• Job duties would be the same as the core position that they have been hired for, in addition those duties would be done in the secondary language.
• For example: if donor outreach and education is a core job function, then the description would include that they do that in the secondary language as well.
• Core functions would be expected to be tweaked as messaging is targeted to that distinct population. For example: reinforces commitment and retention messages to donors especially related to minority population.
• There may be some “extended duties” as assigned that may not be part of the core job, but would be required in an “interpreters” capacity. Training would be provided for these extended services just as it is when standard Contact Reps are asked to perform similar extended services on behalf of donor centers.
• For example: specific Spanish language assistance with donor appointments, paperwork, and follow-up as noted: obtains additional information from donor center, conducts abbreviated info sessions with donors/family members, schedules blood sample collections, performs follow-up with donors, monitors donor follow through, completes all paperwork and forms associated with the above noted processes, ensure timely and accurate delivery to appropriate staff including donor centers.
• Participates in shared team responsibilities and staff back-up including coverage of calls on the general team “phone skill” (English and Secondary Language) and servicing those donor files as needed. Assists peers with secondary language phone communications as necessary (i.e., voice mail messages).
• Conducts health history reviews in the secondary language using (reading from) the official translated secondary language-controlled version of the document and then populating the English responses within STAR Link.
• Assists (not sole performer of function) with secondary language translations, back translations, proofreading, and edits (i.e., review of grammar, spelling, punctuation, etc.) for donor communications, letters, documents, and brochures, for Donor Resources and potentially other business units as needed.
• For example: if we have a donor educational brochure that we use in our department, the expectation would be that the document is translated through Marketing using our preferred external vendor and vetted as such. But, if there is an internal email template that is used on the donor contact team, the bilingual representative (with a second bilingual review and Marketing approval) could be responsible for translating that communication.