Donor Care Specialist
By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?
Join us—Where your Career is a Force for Good!
Job Description:
WHY CHOOSE US?
As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.
We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.
The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.
At the American Red Cross, your uniqueness can shine!
WHAT YOU NEED TO KNOW (Job Overview):
Identify, investigate, and retrieve suspect products, donor deferrals, abnormal or unexpected test results, manufacturing issues, and notifications from other sources. Gain control of suspect products when indicated. Advise regions, consignees, and others to control suspect products using computer notifications, inventory systems, and telephone and e-mail systems. Respond to requests from regions and hospitals concerning bacterial contamination of components. Maintain Blood Services records under ARCBS directives and FDA, state, and federal regulations. Research donor records to retrieve the requested information. Work in a collaborative team environment to meet operational objectives while advancing donor and recipient safety.
Responsibilities:
1. Manage donor complications arising from the donation process. Provide appropriate care for donors reporting complications from their donation. Take appropriate and timely product action in response to additional information provided by donors.
2. Provide timely, accurate and helpful answers to donors and staff regarding donor eligibility, complaints and concerns.
3. Communicate directly with donors to ensure proper care and resolution of complication. Ask probing questions to ensure facts of case are known and in order to provide correct care for donor.
4. Manage donor complication cases to resolution and timely closure.
5. Perform medical director/designee review and final quality review for donor complication cases.
6. Identify, control and retrieve suspect products (includes gaining control, product retrieval, consignee notification, tracking responses from consignees, case review and managing cases through closure).
7. Investigate discrepancies in donor records. Correct, update and verify changes to donor records to ensure appropriate entry and confidential handling of donor data. Identify and control impacted suspect products resulting from changes.
8. Monitor security to ensure only authorized personnel have access to confidential donor records.
9. Prepare and provide reports for regions and BHQ regarding donor complication cases as required.
10. Perform all necessary tasks according to procedure and within established time frames.
11. Perform other related duties as necessary to maintain the team workflow.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.
Qualifications: (Please only apply if you have one of the following) Certification as Registered Nurse (RN), Licensed Practical Nurse (LPN) or Medical Laboratory Professional (MT or MLT) is required. Minimum one year of related experience in patient care, blood collections or patient testing is required. Prior blood banking or similar customer service experience preferred. Excellent written and verbal skills and ability to probe donors to elicit a complete and accurate health history is required. Intermediate to advanced level computer skills with Microsoft Office applications in a Windows environment is required.
Scope:
Provides care to donors with complications from their donation. Has continuous contact with field staff, physicians and BHQ Hemovigilence staff. Maintains quality and regulatory standards. Represents the Red Cross to the public during daily interactions.
Competencies:
The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated in order to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further details on the appropriate competencies for a specific position.
Essential Functions/Physical Requirements:
Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment. The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs.
This position is an exposure determination 0 in view of the fact that normal work involves no exposure to blood or blood components and/or human body fluids or tissue samples as a result of splashes, spills, and/or needlesticks or performance of or assistance in first aid.
Apply now! Joining our team will provide you with the opportunity to make a difference every day.
