[Hiring] Donor Engagement Specialist @NMDP

Role Description

This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the NMDP registry who are being asked to save a patient’s life. The role involves using investigative skills in partnership with information from within NMDP systems to locate and contact donors. Candidates must effectively engage donors who could have misconceptions about the donation process. Responsibilities of this role include:

• Accessing information from within NMDP systems.
• Confirming interest and assessing health conditions.
• Updating donor demographics and completing/managing all related record updates and documentation.
• Scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through.
• Maintaining good guardianship of member confidentiality and identity.
• Supporting the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management.
• Demonstrating professional telephone etiquette and building rapport with customers in a heavily blended (inbound and outbound) call environment.

Qualifications

• Knowledge of MS Office, including basic word processing, spreadsheet, and database software application skills.
• Proficiently applying computer skills and engaging with customers simultaneously.
• Advanced internet research skills including familiarity with social media.

Requirements

• Demonstrate strong communication skills and the ability to ask probing questions while working in a mission-driven call center environment.
• Manage a high volume of challenging file types.
• Apply appropriate use of available people finder tools, as deemed necessary.
• Deliver solid customer service while utilizing proven critical thinking and problem-solving skills, employing a high degree of emotional intelligence.
• Integrate new and evolving knowledge into daily work and utilize multiple resources and tools to complete work.
• Demonstrate proficiency by multitasking in a fast paced and multi-media (phone, email, text, mail) environment.
• Convey medical information to donors, manage confidential information appropriately, and employ strong documentation practices.
• Contribute to a team environment and take initiative and responsibility for independent work as needed.
• Complete work with a high level of accuracy, attention to detail and follow-through.
• Maintain flexibility in work hours to accommodate staffing needs; evening/weekend hours may be required.

Education and/or Experience

• Bachelor’s degree in human services or a Health Care related field is required. Equivalent related Health Care experience and/or education may be substituted for the degree requirement.
• Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change.
• Three years customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
• Experience with basic word processing and data entry required.

Preferred Qualifications

• Familiarity with medical terminology and advanced health screening experience preferred.
• Familiarity obtaining informed consent.
• Experience in target-driven sales environment.
• Familiarity with digital social platforms and social media applications.

Benefits

• Medical, dental, vision, life and disability benefits.
• Accident/critical illness/hospital benefits.
• Well-being, legal, identity theft and pet benefits.
• Retirement plans.
• Paid time off/holidays.
• Leave and incentive plans for eligible employees.