Key Facts

Remote From:

Full time

English

Hard Skills

Call Center Experience Data Entry Order Management Primary Care Patient Data Management Systems ServiceNow Invoicing Health Data Management Shipping And Receiving Donor Registration Order Management Sample Management Order Management Systems Escalation Management Customer Inquiries Customer Centricity

Other Skills

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Report Writing
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Communication
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Active Listening
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Time Management
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

High School Diploma or equivalent
One year of experience as a customer service representative in a call center environment (preferred)
Ability to work at NYBC office locations in New York or Greater Tri-State area
Compensation: $22.9753/hour under Local 1199 Collective Bargaining Agreement

Requirements:

Provide customer service to internal and external customers by identifying needs, answering product/service questions, handling calls/requests, and following up on inquiries
Process orders and manage records using computerized systems, including entering, processing, and tracking customer orders, complaints, and patient information; prepare reports; maintain accurate documentation
Manage donor testing processes and data, including releasing donor testing results for labeling, entering and reviewing test results (including HLA/Granulocyte requests and SAHH data), and coordinating related follow-up with staff and customers
Perform operational duties including billing/invoicing accuracy, opening Service Now tickets for SAHH issues, coordinating Product Hold Retrieval with NYBC affiliates, shipping/testing boxes, reporting ABORH discrepancies, and generating transportation requests

New York Blood Center

About New York Blood Center

Founded in 1964, New York Blood Center (NYBC) is a nonprofit organization that is one of the largest independent, community-based blood centers in the world. NYBC, along with its partner organizations Community Blood Center of Kansas City, Missouri (CBC), Innovative Blood Resources (IBR), Blood Bank of Delmarva (BBD), and Rhode Island Blood Center (RIBC), collect approximately 4,000 units of blood products each day and serve local communities of more than 45 million people in the Tri-State area (NY, NJ, CT), Mid Atlantic area (PA, DE, MD), the Kansas City metropolitan area, Minnesota, Nebraska, Rhode Island, and Southern New England. NYBC and its partners also provide a wide array of transfusion-related medical services, including Comprehensive Cell Solutions, the National Center for Blood Group Genomics, the National Cord Blood Program, and the Lindsley F. Kimball Research Institute, which — among other milestones — developed the Hepatitis B vaccine and a patented solvent detergent plasma process innovating blood-purification technology worldwide.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

Responsibilities:

This position is responsible for providing customer service to internal and external customers, by identifying the customer’s needs and meeting those needs in relation to products and services.

Provide customer service by responding to all calls/requests for service, answering product and service questions, and following up on inquiries from customers.
Resolve product or service problems by listening, verifying customer’s complaint, and identifying a solution or referring to management as needed.
Take orders from internal and external agencies via phone.
Using various computerized systems to enter, process and track customer orders, complaints, and patient information.
Prepare various reports.
Maintain accurate documentation of orders and files.
Release NYBC donor testing results to initiate product labeling process.
Manage all test results for internal and external customers.
Review and inputs information from donor forms.
Ensure appropriate follow-up by contacting necessary staff and relaying that information to customers.
Perform sample check -in, creates invoices for customers and resolves inaccuracies in billing.
Perform confirmatory test result entries into BECS.
Process and confirm donors for HLA / Granulocyte specialty product request.
Import SAHH (Self Administer Health History) donor data into computer system.
Investigate, report and resolve unlinked SAHH donations and laptop failures. Open Service Now Tickets relating to SAHH issues.
Coordinate Product Hold Retrieval (PHR) with NYBC affiliates and customers.
Box and ship NYBC sample boxes/labels to testing customers.
Report ABORH discrepancies.
Generate Transportation delivery/pick up request.

Qualifications:

High School Diploma or equivalent; One year of experience as a customer service representative in a call center environment is preferred.

Competitive Pay: $22.9753/hour
All salaries are pursuant to Local 1199 Collective Bargaining Agreement.

Unless otherwise specified, all posted opportunities are located in the New York or Greater Tri-State office locations

Overview:

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.