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***:**ACCOUNTABILITIES**:**Contacts Donors for Donor Operations Related Activities that Include Assessing Donor's Physical and Emotional Qualifications**:- Donor Education advanced Reinforces commitment and retention messages to donors.
Practices behavioral coaching techniques asks open ended questions, utilizes reflective listening skills, summarizes conversations, and assesses next steps in the donation process.- Donor Health Screening Collects donors' medical health history information and assesses medical conditions and nonmedical factors to determine further donor participation.
Appropriately engages Clinical Workup Specialists, 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.
Provides required updates to Case Management and communicates search activity resolution with donor.
Documents all donor activity in STAR Link and donor file.
Completes all appropriate NMDP documentation.
**Establishes and Maintains Good Relationships with Donor Engagement Team, Donor Center Staff, Collaborating Departments, and External Vendors**:- Maintains understanding of donor operations processes and unique customer requirements.- Upholds, develops, and supports relationships with Donor Engagement Team, 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 example Marketing and Communications, Donor Experience, Case Management, Search Advocate.- 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 donor files as needed with a demonstration of excellent customer service resolution skills.- Participates in continuous improvement, pilot projects and other workflow management projects as requested.- 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.- Applies appropriate use of available people finder tools, as deemed necessary