Group Leader - Customer Service
Company: CSL Plasma
Posted on: January 14, 2023
Job Description SummaryResponsible for training and coaching the
reception staff and facilitating efficient donor flow through the
center. Additional duties include registration of qualified,
applicant and transfer donors. Possesses a general knowledge of the
plasma pheresis operation.Job Description
- In compliance with Standard Operating Procedures (SOP), assists
qualified donors in completing the screening process. The screening
procedures includes but are not limited to: assessing the
self-administered health history, answering basic medical questions
associated with the donation process, referring donors to medical
staff when appropriate and performing health screening procedures
such as blood pressure, pulse, weight, temperature. Performs finger
stick to obtain sample to obtain donors hematocrit and total
- May be involved in registering applicant and transfer donors
based upon completion of appropriate training and operational needs
of the center.
- Educates new donors on the use of therapeutic products made
from donated plasma. Explains the screening process, the health
screening tests performed, the appointment system, donation fees,
center policies, proper nutrition and any other information
pertinent to the donor. Ensures that all donors questions are
answered timely, accurately and professionally.
- Answers the telephone and assists in providing appropriate
information to the caller.
- Maintains alertness and awareness to any reaction a donor may
have during or after the pheresis process and notifies appropriate
- Maximizes donor flow by allocating staff and resources to
appropriate center area or task.
- Conducts daily calibration of equipment according to SOP and
Plasma Operating Procedures (POP). Resolves calibration issues.
Troubleshoots equipment failures. Creates incident documentation,
removes and/or replaces equipment from service.
- Provides guidance and technical training on processes and
procedures to reception staff and other staff as required.
- Supports center management by providing input into staff
scheduling, and resolves minor donor relations and technical
procedure issues. Refers employee relations issues to center
- Ensures the accurate recording of donor data in the electronic
donor information management system as outlined in SOPs.
- Understands the policies and procedures associated with hyper
immune programs at the center if applicable.
- Maintains clean efficient work environment, and ensures
sufficient operating supplies and forms are available as needed.
Follows all Health Safety & Environmental (HSE) and Occupational
Safety and Health Administration (OSHA) policies and procedures.
Promotes safety in all actions. May conduct routine audits of these
internal procedures and documentation.
- Maintains confidentiality of all personnel, donor and center
- May be cross-trained in other areas to meet the needs of the
- Bilingual skills may be required, at the discretion of the
organization, to meet the needs of the business.
- Perform other job-related duties as assigned.Education High
school diploma or equivalent requiredExperience Minimum of 18
months experience in a clerical or customer service related
position, preferably in health care of plasma collection
environment or equivalent combination of education and experience
Must be able to perform basic math calculationsWorking
Conditions(physical & mental requirements) Ability to make
decisions, which have moderate impact on immediate work unit.
Understands, remembers and communicates routine, factual
information Must be able to see and speak with customers and
observe equipment operation. Occasionally perform tasks while
standing and walking up to 100% of time Reach, bend, kneel and have
high level of manual dexterity Occasionally be required to lift and
carry up to 25 pounds Fast paced environment with frequent
interruptions Frequently exposed to hazardous chemicals, extreme
temperatures and to blood borne pathogens. Required to wear
Personal Protective Equipment while performing specific tasks or in
certain areas Required to work overtime and extended hours to
support center operational needsAll qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, disability,
veteran status, national origin or other legally protected
classifications.CSL offers the following benefits for this
full-time position, most are effective the first day of hire:
Options for health care benefits, including choices of plans for
medical and prescription drug, dental, and vision coverage;
Company-provided basic life insurance and Short- and Long-Term
Disability; the option to participate in CSLs 401(k) Savings
Program; Paid Time Off (PTO) for use in connection with vacations,
illness, and other personal business; and paid observed holidays as
designated by the Company.Our BenefitsWe encourage you to make your
well-being a priority. Its important and so are you. Learn more
about how we care
at CSL.About CSL PlasmaCSL Plasma is one of the world's largest
collectors of human plasma. Our work helps to ensure that people
with rare and serious diseases are able to live normal, healthy
lives. We are committed to our work because lives depend on us.
Learn more about CSL Plasma
(https://www.cslplasma.com/about-csl-plasma) .We want CSL to
reflect the world around usAs a global organization with employees
in 35+ countries, CSL embraces diversity and inclusion. Learn more
about Diversity & Inclusion
CSL.Do work that matters at CSL Plasma!R-194386CSL makes all
employment decisions without regard to race, color, religion,
national origin, ancestry, age, sex, gender, pregnancy, disability,
marital status, sexual orientation, gender identity, genetic
information, military status, protected veteran status
(specifically status as a disabled veteran, recently separated
veteran, armed forces service medal veteran, or active duty wartime
or campaign badge veteran) or other classification protected by
applicable US federal, state or local law. CSL complies with all
applicable employment laws, including but not limited to Title VII
of the Civil Rights Act of 1964, the Americans with Disabilities
Act, the Fair Labor Standards Act, and the Immigration Reform and
Control Act. https://www.cslbehring.com/careers/eeo-statement
Keywords: CSL Plasma, Newark , Group Leader - Customer Service, Hospitality & Tourism , Newark, Delaware
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