Contact Center Associate

Overview:

In 1954, the Blood Bank of Delmarva was established in the Delmarva region as a private, not for profit agency to collect, test, and distribute blood products. Today, the Blood Bank of Delmarva is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Delmarva community's health care system. As of October 2019, the Blood Bank of Delmarva employs approximately 169 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community.

Schedule:

Tuesdays & Wednesdays - 8:00am-4:30pm

Thursdays - 10:30am-7:00pm

Fridays - 8:30am-4:30pm

Saturdays - 8:00am-2:30pm

Sunday - OFF

Monday - OFF

The Contact Center Associate reports to the Supervisor of the Call Center and is responsible for telephone recruiting, pre-screening, and scheduling donors, rebooking donors following current donations and registering donors at time of presentation for all donation platforms to meet the current product needs to assure the effective and efficient supply of blood products to meet the needs of the hospitals and patients served by BBD. This position is considered “essential” during severe weather or emergency operation events.

• Places outbound calls to current blood donors and perspective new donors to recruit, prescreen and schedule appointments in a manner that allows efficient use of BBD resources and maximizes the potential products collected from the engaged donor.
• Speaks respectfully and warmly with donors on the phone in an effort to assure commitment of the donor to make and keep an appointment. Schedules the appointment using current donor relationship management software.
• Receives inbound calls from donors with the primary goal of scheduling the donor for an appointment or to address other general concerns or questions that the donor might raise while on the phone. At all times provides superior customer service to the donor while working to meet the needs of the individual on the phone. Handles inbound calls designated for operator from main automated attendant, responding to general inquiries or forwarding call to proper destination.
• Schedules future appointments through direct contact with donors in the donor room and canteen areas upon the completion of their current donation. Emphasizes the benefits and importance of repeat donations to the community welfare.  Encourages donors to become regular, more frequent donors by providing excellent customer service during the interaction with the donor.
• Performs data entry to update donor demographic or preference information within the donor relationship management software in use at BBD. Assures accuracy of the data entry information to provide the donor with excellent service
• Performs donor registration. Maintains confidentiality of all donor information.  Follows Donor Services SOPs for registration and performs these duties in compliance with BBD SOPs, AABB and FDA standards and regulations.
• Exemplifies BBD’s Core Values and meets or exceeds customer’s service expectations.

• High school diploma or equivalent.
• 2+ years of experience making outbound calls in a call center using documentation software.
• A working knowledge to read and interpret medical, technical, regulatory, and quality procedures.
• Basic knowledge of computer software packages such as Microsoft Office and Outlook.
• Experience communicating effectively at a variety of levels according to situational requirements with the ability to communicate both positive and negative information to donors and staff in a way that assures understanding and acceptance, and work on multiple tasks when necessary solving donor-related and procedural problems.