Donor Engagement Specialist

Job Description

POSITION SUMMARY:
This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the NMDP registry who are being asked to save a patient's life.

The role involves using investigative skills in partnership with information from within NMDP systems to locate and contact donors.

Candidates must effectively engage donors who could have misconceptions about the donation process.

Responsibilities of this role include the ability to access information from within NMDP systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly.
The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through.

Good guardianship of member confidentiality and identity is required.

Role supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management.

Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavy blended (inbound and outbound) call environment.

ACCOUNTABILITIES:
Contact Members/Donors for Donor Search-Related Activities:
• Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid Search Engines, and social media to locate updated contact information.
• Educates donors (advanced) - Reinforces commitment and retention messages to donors.

Asks open-ended questions to assist in overcoming donor barriers to donation.

Utilizes reflective listening skills, summarizes conversations, and assesses the next steps in the donation process.
• Practices behavioral coaching techniques- ask open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process.
• Conducts donor health screening (advanced) - Collects donors' medical health history information and assesses medical conditions and non-medical factors to determine further donor participation.

Appropriately engages Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances.

Documents and communicates resolutions or anticipated next steps.
• Coordinates 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.
• Practices good guardianship of member confidentiality and identity through appropriate use of available people finder tools.
• Completes first contact activities within established timelines.

Provides required updates to Provider Services, as applicable.

Documents all donor activity ...