Donor Engagement Specialist, Mandarin

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

📋 Description

• Identify potential donors by utilizing recruitment data, alternative contacts, online search tools, paid search engines, and social media platforms.

• Reach out to and inform donors about the donation process, commitment, and retention strategies.

• Employ open-ended questions, reflective listening, behavioral coaching, and conversation summaries to address and resolve donation barriers.

• Perform detailed donor health screenings and evaluate both medical and non-medical factors that may influence participation.

• Collaborate with Medical Services, Provider Services, and Donor Advocacy to address unique donor circumstances.

• Record and communicate resolutions as well as anticipated next steps effectively.

• Organize blood draw appointments, including scheduling times, determining locations, ordering kits, tracking donors/kit, and managing follow-up documentation.

• Execute operational tasks, first-contact duties, documentation, and updates to donor files within set timelines and standards.

• Ensure donor confidentiality and identity protection by appropriately utilizing people finder tools.

• Refresh donor information and document activities in STAR Link/Salesforce.

• Ensure compliance while increasing the number of donors who proceed to donation.

• Foster relationships with Donor Operations, donor center personnel, collaborating departments, and external vendors.

• Provide support to phlebotomy sites by collaborating with Provider Services, NMDP KitMaker, laboratories, and draw locations.

• Work together with Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy, and Workup teams.

• Keep up-to-date with knowledge of HLA and blood stem cell transplantation.

• Assist in the maintenance of the STAR Link donor database.

• Offer backup support to the team, including handling general call queues.

• Carry out responsibilities in accordance with 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 experience and/or education in Health Care may be considered upon review.

• More than three years of professional experience in effective communication with individuals or coaching them on behavioral change.

• Three years of experience in customer relations, direct patient interaction, or care within a clinical/healthcare environment may be accepted in lieu of behavioral coaching experience.

• Familiarity with basic word processing and data entry tasks.

• Proficient in MS Office applications, including basic word processing, spreadsheets, and database software.

• Competent computer skills while interacting with customers at the same time.

• Advanced skills in internet research, with a good grasp of social media platforms.

• Excellent communication abilities and the skill to ask insightful questions in a mission-driven call center setting.

• Capability to manage a significant volume of diverse file types.

• Ability to use available people finder tools appropriately.

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

• Capacity to multitask in a dynamic, multimedia environment utilizing phone, email, text, and mail.

• Proficient in conveying medical information, managing confidential data, and upholding robust documentation practices.

• Ability to operate independently while also contributing to a collaborative team environment.

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

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

• Preferred: additional education in public health, psychology, or health promotion.

• Preferred: knowledge of medical terminology and advanced health screening procedures.

• Preferred: experience with obtaining informed consent.

• Preferred: background in a target-driven sales environment.

• Preferred: familiarity with digital social platforms and social media applications.

🏝️ Benefits

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

• Coverage for accident, critical illness, and hospitalization expenses.

• Well-being initiatives and support.

• Legal assistance benefits.

• Identity theft protection services.

• Pet-related benefits.

• Retirement savings plan.

• Paid time off and designated holidays.

• Leave benefits.

• Incentive programs available for eligible employees.