[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
• Completing/managing all other related record updates and documentation
• Scheduling laboratory testing
• Ordering/sending donor kits
• Obtaining consent
• Monitoring donor follow-through
• Practicing good guardianship of member confidentiality and identity

Role supports the achievement of department goals through job accountabilities, excellent customer service, and exceptional time management. Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavy 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, while 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 with observable proficiency
• 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

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