DONOR CARE REPRESENTATIVE (HYBRID)

Are you interested in a career that allows you to work from home and on-site to be part of a life-saving mission? Our Blood Institute is looking for Donor Care Representatives to contact and schedule appointments with current blood donors to help support our lifesaving mission. A successful candidate must have a high school diploma or equivalent, pleasant voice and professional manner and ability to effectively communicate and speak clearly to the public over the phone. Bilingual is a PLUS! Also, candidates must have home internet and cell phone and Our Blood Institute will provide a computer for work purposes.

Donor Care Representatives follow assignments to communicate with our donors on an individual basis for the purpose of gaining commitment to support Our Blood Institute's lifesaving mission. A Donor Care Representative is responsible for providing accurate information and maintaining records, documenting outcomes, appointments & all donor communications.

• →Place outbound calls using the Five9 dialer and document all calls with accurate dispositions
• →Call donors from assigned lists to schedule donation appointments
• →Answer inbound calls and transfer to the appropriate department or representative as needed
• →Consistently meet established KPIs, including appointment rate, appointment show rate, appointment conversion rate, and quality call rate/percentage
• →Follow approved scripts, talking points, and call guidelines as directed
• →Use appropriate brand identity, tone, and promotional messaging in all donor communications
• →Leave clear, accurate, and professional recorded voicemail messages
• →Accurately document donor interactions, notes, and outcomes in the HemaConnect environment
• →Educate donors on automated donation procedures and encourage participation in other donation methods
• →Maintain a high level of customer service on all inbound and outbound interactions with appropriate follow-up
• →Maintain and update donor profiles through accurate and timely data entry
• →Demonstrate integrity, professionalism, and confidence in all donor communications
• →Maintain strict confidentiality of all medical, donor, client, and business information
• →Comply with all applicable compliance requirements, safety directives, and regulations