JOB DESCRIPTION:
Reporting to the Manager of Donor Management, the DM Project Associate is primarily responsible for fulfillment of complex donor scheduling requests. This includes donor recruitment, scheduling, payments, and database management of donor appointments in a very busy blood and bone marrow collection department. This position works closely with the DM Project Manager to assess and coordinate scheduling for custom projects. This position is also required to interact with donors and key staff/departments (e.g. medical staff, production department, and customer success department) to provide information in response to a product or service inquiry, assessment of order feasibility, and manage any issues or complaints both internally and externally. May be required to work some weekends to support collections as needed.
RESPONSIBILITIES:
Primary scheduler for non-routine or complex orders such as mobilized collections or clinical grade.
Assist Project Manager with timely completion of customer-specific projects as assigned.
Manage donor scheduling to ensure fulfillment of all appointments.
Triage and examine details of all incoming donor requests at first submission to Donor Management (DM).
Ensure successful processing of order requirements.
Ensure needed fulfillment of all orders, assignment to other DM staff when needed.
Provide front desk DM staff guidance on donor eligibility or order questions.
Work with internal departments to ensure order feasibility including assessing donor levels, capacity checks, MD availability etc.
Monitor systems for all incoming internal order changes, updates, or cancellations.
Manage all requests through to completion - ensure all systems, staff and donors are updated in live time.
Assist Project Manager in assessing feasibility on incoming custom orders for rejections or approvals with guidance from DM leadership.
Ongoing tracking and management of specific donor pools.
Provide donor education as applicable to special orders (i.e. mLP side effects)
Participate in donor retention and appointment execution, donor retention and appropriate allocation, including external recruitment events
Create tracking tools as needed to monitor donors or projects.
Maintain a full and thorough understanding of the donor management system in all uses and capabilities.
Maintain a full and thorough understanding of donor management practices and all front desk activities, providing back-up support as needed.
Assist in maintaining interdepartmental tools and implementing new departmental initiatives.
Monitor shared email in-boxes, participate in donor outreach and communication.
Regularly participate in standing status or planning meetings.
Provide backup support to Donor Coordinator/Front Desk staff as needed
Other duties as assigned by department and manager.
REQUIREMENTS:
Minimum of 3 years related administrative or customer service experience. Previous experience working in blood collections or donor related field a plus.
Must have excellent communication skills, both written and verbal.
Strong customer service orientation both internal customers and external clients.
Excellent computer technical skills. Knowledge of Google Apps, Microsoft Word, and Excel strongly preferred; willingness to learn additional job-relevant software, as required.
Must possess excellent organizational skills, and be extremely thorough and self-motivated.
Comfort working autonomously as well as within a group.
Must be able to complete job tasks accurately and in a timely manner.
Able to innovate, multi-task, work independently and manage multiple competing priorities.
Proven ability to handle high volume workload in a calm and constructive manner.
Must accept instruction with open, cooperative, positive, and team-oriented attitude.
Strong phone etiquette and professional demeanor.
EDUCATION:
Associate's diploma or degree preferred
LOCATION: Quincy, MA
ALLCELLS, LLC, IS AN EQUAL OPPORTUNITY EMPLOYER