Position: Donor Advocate
Department: Donor Room Services (DRS)
Status: Non-Exempt, Full-time or Part-time
Accountability: Sr. Director, Donor Room Services
This position is a liaison between Community Blood Center of the Ozarks and our donors related to the donor collection process and customer care. The donor advocate initiates and/or recommends those actions necessary to satisfactorily resolve issues. The Donor Advocate’s activities should be directed toward fostering an environment that will encourage frequent, repeat donation and donors that are advocates of Community Blood Center of the Ozarks.
Duties and Responsibilities:
Serves as the contact point for adverse reactions and routes pertinent information regarding complaints to the appropriate personnel to help resolve customer donor issues.
Serves as the contact point for donor complaints regarding customer service and routes information regarding complaints to the appropriate personnel to help resolve service issues.
Follows up with donors and parents of minor donors who experience adverse reactions to the blood donation process to assure donor receives all necessary care and treatment.
Creates and maintains individual files for adverse reactions and closes them out when all information is received.
Works closely with the Medical Director on any adverse reactions that necessitate medical intervention.
Receives calls from donors with information on post donation events.
Receives calls regarding donor suitability issues.
Identifies areas of operation which pose a risk to CBCO and/or donors.
Notifies insurance company of all actual and potential claims as appropriate.
Develops and maintains a database of claim information.
Initiates post donation deferral and follow up resulting from information received from telecruitment contacts.
Performs donor follow-up stemming from internet surveys.
Receives donor feedback from website and performs follow-up as appropriate.
Provides excellent customer service, cultivating positive working relationships with all staff, volunteers and external customers.
Exhibits safety, accuracy, respectfulness and efficiency within specific job tasks.
Assists with special projects as assigned.
Good visual and auditory acuity.
Hand and finger dexterity.
Must have a minimum of five (5) years blood collection experience and supervisory experience..
Licensed nurse or two years post-secondary education in a health-related field preferred.
Must have demonstrated leadership and expertise in blood collection.
Must have attention to detail.
Must have the ability to respect confidentiality of CBCO information.
Must have the ability to perform professionally and provide excellent customer service.