Donor Engagement Specialist

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Identify potential donors utilizing recruitment data, alternate contacts, internet search tools, paid search engines, and social media platforms.

• Inform donors, reinforce messages of commitment and retention, and address barriers to donation.

• Employ behavioral coaching techniques, open-ended questions, and reflective listening to evaluate donor commitment and determine next steps.

• Perform health screenings for donors, gather medical histories, and assess both medical and non-medical factors.

• Collaborate with Medical Services, Provider Services, and Donor Advocacy for unique donor situations.

• Organize blood draw procedures, including scheduling appointments, determining locations, ordering kits, tracking donors/kits, and completing follow-up forms.

• Finalize first-contact tasks, donor documentation, and updates in STAR Link/Salesforce.

• Uphold confidentiality and guardian identity protocols by using people finder tools appropriately.

• Adhere to operational timelines, departmental performance metrics, and compliance standards.

• Foster relationships with Donor Operations, donor center staff, partner departments, and external vendors.

• Assist Provider Services, NMDP KitMaker, external laboratory partners, and draw sites.

• Work alongside Marketing and Communications, Donor Experience, Provider Services, and Donor Advocacy teams.

• Coordinate with Workup teams to ensure seamless and timely donor case transitions.

• Maintain expertise in HLA and blood stem cell transplantation.

• Provide support for the STAR Link donor database.

• Engage in shared team responsibilities and general call-queue coverage.

• Execute duties in alignment with SOPs, NMDP standards, CFR, FDA guidelines, OSHA regulations, and relevant laws.

⛳️ Requirements

• A Bachelor’s degree in human services or a Health Care related field is mandatory; equivalent Health Care experience and/or education may be considered.

• At least three years of professional experience effectively communicating with individuals or coaching them on behavior change.

• Three years of customer relations experience, direct patient interaction, or care in a clinical/healthcare setting may replace behavioral coaching experience.

• Proficiency in basic word processing and data entry is required.

• Familiarity with MS Office, including basic word processing, spreadsheets, and database applications.

• Competence in applying computer skills while interacting with customers simultaneously.

• Advanced internet research abilities, including knowledge of social media.

• Excellent communication skills and the capacity to ask probing questions in a mission-driven call center setting.

• Ability to manage a substantial volume of complex file types.

• Skill in appropriately using available people finder tools.

• Strong customer service, critical thinking, problem-solving, and emotional intelligence skills.

• Capability to multitask in a fast-paced, multimedia environment that involves phone, email, text, and mail.

• Ability to convey medical information, manage confidential details, and maintain thorough documentation.

• Capacity to work independently while contributing to a collaborative team atmosphere.

• High level of accuracy, attention to detail, and follow-through.

• Flexibility in work hours; availability for evening and weekend shifts may be necessary.

• Familiarity with medical terminology and advanced health screening is preferred.

• Experience with obtaining informed consent is preferred.

• Background in a target-driven sales environment is preferred.

• Knowledge of digital social platforms and social media applications is preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance.

• Accident, critical illness, and hospital coverage.

• Well-being benefits.

• Legal, identity theft, and pet insurance options.

• Retirement savings plan.

• Paid time off and holiday leave.

• Leave benefits.

• Incentive programs available for eligible employees.

• Remote work opportunities.