Hybrid Donor Engagement Specialist - Atencion al donador Donor Engagement Specialist - Atencion al donador

Position Summary

This role requires compelling conversations and high-quality customer service for donors on the NMDP registry who are being asked to save a patient’s life. It involves investigative skills and NMDP systems to locate and contact donors, effectively engaging those with misconceptions about the donation process. Responsibilities include accessing NMDP systems, confirming interest, assessing health conditions, updating donor demographics, and managing related records. Tasks may include scheduling lab tests, sending donor kits, obtaining consent, and monitoring donor follow-through, while ensuring confidentiality and identity protection. The role supports department goals through excellent customer service and time management, requiring professional telephone etiquette and rapport-building in a blended call environment.

Accountabilities

Contacts Members/Donors for Donor Search-Related Activities

• Locate donors using recruitment data and internet search tools.
• Educate donors, reinforcing commitment and retention, and using behavioral coaching techniques.
• Conduct advanced donor health screening, engaging Medical Services as needed.
• Coordinate blood draws and complete operational activities within timelines.
• Maintain member confidentiality using available tools.
• Document all activities in STAR Link/Salesforce and maintain department standards.
  
  
  

Establishes and Maintains Relationships

• Understand donor operations processes and customer requirements.
• Support relationships with Provider Services, NMDP KitMaker, and external partners.
• Collaborate with teams and departments to achieve goals and manage donor cases smoothly.
  
  
  

Other Duties for Team/Department Operations

• Maintain knowledge of HLA and blood stem cell transplantation.
• Assist in maintaining the STAR Link donor database.
• Provide coverage for general team call queues and ensure excellent customer service.
• Comply with NMDP standards, FDA regulations, and OSHA guidelines.
  
  
  

Required Qualifications

Knowledge Of

• MS Office, basic word processing, spreadsheet, and database software.
• Proficient computer skills and engaging customers simultaneously.
• Advanced internet research skills and familiarity with social media.
  
  
  

Ability To

• Communicate effectively and ask probing questions in a call center environment.
• Manage high volumes of challenging files.
• Use people finder tools appropriately.
• Deliver excellent customer service with critical thinking and problem-solving skills.
• Integrate new knowledge and use multiple resources.
• Multitask proficiently in a fast-paced, multimedia environment.
• Convey medical information to donors, manage confidential information, and document accurately.
• Contribute to a team environment and work independently as needed.
• Maintain accuracy, attention to detail, and follow-through.
• Be flexible with work hours, including evenings/weekends.
• English advance required
  
  
  

Education and/or Experience

• Bachelor’s degree in human services or healthcare field required; equivalent experience may be substituted.
• Additional education in public health, psychology, or health promotion preferred.
• Three years of experience in communication, behavioral coaching, customer relations, or direct patient interaction in a clinical setting.
• Basic word processing and data entry experience required.
  
  
  

Preferred Qualifications

• Familiarity with medical terminology and advanced health screening.
• Experience obtaining informed consent.
• Experience in a target-driven sales environment.
• Familiarity with digital social platforms and social media applications.