Donor Collection Experience Specialist - Onsite in Houston, TX - Be The Match

POSITION SUMMARY:

This position, located at an NMDP apheresis center (AC) or marrow collection center (CC), coordinates all aspects of managing and preparing a donor's collection and day of donation experience. This position works with NMDP donor center (DC) and designated AC/CC team members and staff to deliver the optimal donor experience and meet or exceed transplant center and patient expectations and needs for on-time delivery. This position coordinates NMDP donor collection tasks as applicable throughout the workup and collection process, to include scheduling, collection day activities, and follow-up as needed. This role consistently creates and contributes to an exceptional donor experience that celebrates each donor and provides them with memorable moments to remember the day as one of the best days of their lives. This is an onsite position in Houston, TX (US). #LI-Remote

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ACCOUNTABILITIES:

Collections Coordination:

• Prepares for day of collection by:
  • Obtaining appropriate donor demographics and collection documents to coordinate donor registration and complete scheduling requirements.
  • Scheduling donor activities, including but not limited to, the coordination of physical exams and apheresis or marrow collections, and local lodging and transportation needs to meet requested collection dates and maximize site capacity.
  • Serving as NMDP main point of contact at the AC/CC, triaging donor and donor center communications and directing appropriately.
  • Collecting relevant medical documentation to prepare donor charts.

• Supports day of collection activities by:
  • Ensuring day of collection labs are drawn, labeled, and shipped.
  • Providing NMDP documents, as needed, to accompany product.
  • Interacting with NMDP Medical Services and donor center team members as necessary for issues occurring during collection.
  • Compiling medical and laboratory documentation.
• Assists with post donation activities by:
  • Working closely with AC/CC staff and physicians to ensure continuity of care and contacting donor post donation as needed.
  • Completing NMDP forms and entering information into appropriate systems within designated timelines.
  • Triaging billing issues and acting as liaison with billing department to ensure Be the Match donors do not receive bills.

Donor Experience Coordination:

• Elevates the donor experience through extraordinary service and personalized experiences that continuously highlights the value of their altruistic act.
• Serves as key contact for donor, establishing rapport and confidence with the donor and swiftly executing on tasks to resolve issues with minimal disruption or impact to the donor.
• Maintains and continuously evaluates donor amenities and unexpected delights, including snacks, entertainment, and relaxation options.
• Participates in the development and implementation of the Be The Match donor experience, working with cross-departmental teams to ensure consistent, sustainable, and memorable experiences for all BTM donors.

Serves as Point of Contact Between NMDP and the AC/CC:

• Collaborates with NMDP and AC/CC leaders to incorporate NMDP collections into facility and represent NMDP at facility team meetings.
• Works closely with AC/CC team and NMDP Leadership to resolve operational issues in a timely manner.
• Collaborates with Transplant Medical Services, Donor Center staff, NMDP Quality, and Network members regarding incident recognition, reporting, protocol deviations, documentation, follow-up, and other quality assurance issues relating to NMDP donors or products.
• Participates in shared team responsibilities and staff back-up, ensuring optimal coverage of donor activities.

Other Duties as Required:

• Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) participation requirements, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws.
• Performs all duties to meet the requirements of the assigned medical facility. Adheres to OSHA guidelines as applicable.
• When qualifications are met, performs phlebotomy, administers subcutaneous medication, and takes vital signs. Other duties as assigned.

• Medical terminology, case-note documentation, medical histories

Ability to:

• Demonstrate intermediate computer skills including experience with Microsoft Office software.
• Handle multiple issues with flexibility and appropriate prioritization, maintaining strong attention to detail and excellent organizational skills.
• Effectively demonstrate excellent interpersonal, verbal, and written communication skills, interacting with people of different cultures and styles.
• Be available for possible occasional overnight travel and flexibility to work outside of core business hours (evenings, weekends, and some holidays).

Education and/or Experience:

• Four years of patient interaction or care experience within a healthcare setting. Bachelor's degree in healthcare field and two years' experience may be substituted for the minimum experience.

PREFERRED QUALIFICATIONS : (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Associate degree in nursing or other related healthcare field.
• Training and experience in assessment of health by accurate measurement of vital signs and review of health history.
• Experience performing phlebotomy and subcutaneous medication administration.
• Experience working in a regulated environment to include a demonstrated knowledge of Good Tissue Practices (GTP).
• Bilingual skills desirable.

DEI COMMITMENT:

As part of our values, we are committed to supporting diversity, equity, and inclusion at NMDP. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages.

BENEFITS :
NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information