Donor Engagement Specialist – Bilingual, Vietnamese

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

📋 Description

• This role necessitates the ability to engage in meaningful conversations and deliver top-notch customer service to donors on the NMDP registry who are being asked to help save a patient's life.

• The position entails utilizing investigative skills in collaboration with information from NMDP systems to identify and reach out to donors.

• Candidates must effectively address any misconceptions that donors may have regarding the donation process.

• Responsibilities include accessing information from NMDP systems, confirming donor interest, assessing health conditions, updating donor demographics, and managing all related record updates and documentation accordingly.

• Additional activities may include scheduling laboratory tests, ordering/sending donor kits, obtaining consent, and ensuring donor follow-through.

• A strong commitment to safeguarding member confidentiality and identity is essential.

• This role contributes to the achievement of departmental objectives through accountability, exceptional customer service, and strong time management skills.

⛳️ Requirements

• A Bachelor’s degree in human services or a related Health Care field is required. However, equivalent relevant Health Care experience and/or education may be accepted in lieu of the degree requirement upon evaluation.

• A minimum of three years of professional experience demonstrating effective communication with individuals or coaching individuals on behavior change is required. Three years of customer relations or direct patient interaction in a clinical/healthcare setting may be considered as a substitute for behavioral coaching experience.

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

• Knowledge of MS Office, including basic skills in word processing, spreadsheets, and database applications, is essential.

• Ability to proficiently apply computer skills while engaging with customers simultaneously.

• Advanced internet research capabilities, including familiarity with social media platforms, are required.

• Strong communication skills and the ability to ask probing questions while working in a mission-driven call center environment are essential.

• Ability to manage a high volume of diverse file types is necessary.

• Appropriate use of available people finder tools, as needed, is expected.

• Delivering excellent customer service while utilizing critical thinking and problem-solving skills, along with a high degree of emotional intelligence, is crucial.

• Ability to integrate new and evolving knowledge into daily tasks and utilize various resources and tools to complete work is necessary.

• Demonstrated proficiency in multitasking within a fast-paced, multimedia environment (phone, email, text, mail) is required.

• Capability to convey medical information to donors, manage confidential information responsibly, and employ effective documentation practices is essential.

• Contributing to a team environment while taking initiative and responsibility for independent work as needed is important.

• Work must be completed with a high level of accuracy, attention to detail, and follow-through.

• Flexibility in work hours is necessary to meet staffing needs; evening and weekend hours may be required.

🏝️ Benefits

• Medical, dental, vision, life and disability insurance, as well as accident/critical illness/hospital, well-being, legal, identity theft, and pet benefits.

• Retirement plan.

• Paid time off and holidays.

• Leave and incentive plans.