Donor Specialist – Remote

Please apply online using a laptop or desktop computer.
POSITION SUMMARY:
Makes initial contact to potential BioTherapies donors, educating donors, assessing health conditions, updating donor demographics, scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through.
This position also coordinates all aspects of managing a donor in the workup process. Workup activities include performing health screening and assessing emotional well-being, coordinating information sessions, physical examinations, cell collection, post-donation follow-up, and completing required documentation. This is a remote position (US). #LI-Remote
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ACCOUNTABILITIES:
Initial Donor Outreach and Screening Coordination:

Establish contact with donors by using data provided at recruitment. When applicable, utilize provided search tools or people finder tools to identify and locate difficult to find donors.

Donor Education – Educates and informs donors of specific aspects of the BioTherapies donation process. Asks open-ended probing questions, utilizes reflective listening skills, summarizes conversations, and assesses next steps in the donation process.

Donor Health Screening – Collects donors’ medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Workup Specialists, Medical Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps.

Coordination of screening blood draws (appointment time, location, kit ordering and tracking, etc.).

Communicates resolution of case with donor and/or BioTherapies staff. Documents all donor activity in donor file and systems (STAR Link/Salesforce/MatchSource). Completes all appropriate NMDP BioTherapies documentation.

Workup Coordination:

Schedules and conducts donor information sessions.

Assesses donor needs, concerns and impact donation may have on donor and family. Develops a unique support and coordination relationship with the donor, respecting cultural and age-related needs.

Manages scheduling and follows through with the donor’s physical exam and medical clearance process, including reviewing physical exam results, determining donor suitability and eligibility, and facilitating donor clearance with Donor Medical Services and the apheresis center.

Completes all tasks required for donation including managing blood samples, verifying prescriptions of blood stem cells, and facilitating timely infectious disease markers.

Responsible for communicating case progress with the Supply Chain Manager and donor; completing required documentation within designated timelines and managing required case forms and paperwork.

Establishes and works with third party physical examination sites, and external agencies trained to administer filgrastim for NMDP donors.

Contacts donor at designated time points to assess donor recovery, arrange blood samples as needed, and determine if/when physician intervention is required.

Responsible for removing donation barriers, resolving issues, contingency planning, and adverse event management, as needed.

Protocol Adherence:

Maintains accurate and concurrent documentation and records, following NMDP and department policies and requirements.

Responsible for workup and collection activities under an Investigational New Drug (IND) or research protocol, as directed by NMDP.

May provide training to third party providers which are performing protocol activities on the donor management site’s behalf.

Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.

Partner Collaboration:

Provide support to internal partners, such as Supply Chain Management, KitMaker, Medical Services, Quality Control, Donor Experience, and others.

Provide support to external partners, such as Apheresis Centers, LabCorp, Physical Exam providers, and Filgrastim providers.

Participates on NMDP project teams and helps to identify process gaps with internal or external partners.

Flexibility to Adopt Change:

Proactively looks for new ways to enhance performance. Assists with implementation of new or updated processes.

Acts as resource and serves on work groups as special subject matter expert.

Maintains operational knowledge by ongoing review of updated policies and procedures.

Works to identify ways that improve the donor experience.

Continuing Education:

Maintains operational and industry knowledge, keeping current with updated policies and procedures.

Possesses, maintains, and continues to keep current knowledge of HLA, blood stem cell transplantation by attending NMDP sponsored meetings.

Commitment to ongoing knowledge and education of BioTherapies clients and products.

REQUIRED QUALIFICATIONS:
Ability to:

Flex working hours based on donors’ needs. This includes working non-traditional/outside of core business hours (evenings, weekends, and occasional holidays).

Participate in shared team responsibilities and staff back-up, ensuring optimal coverage of cases between BioTherapies donor contact and workup cases.

Contribute to a team environment and take initiative to be responsible for independent work as needed.

Understand and be able to apply consistently the safe handling of blood products.

Demonstrate intermediate computer skills including experience with Microsoft Office software, strong attention to detail and excellent organizational skills

Exhibit well-developed interpersonal skills dealing with people of different cultures and styles.

Demonstrate advanced communication skills to include writing and oral abilities to connect with a wide range of people to discuss sensitive information.

Exhibit strong customer service skills and ability to apply concepts of active listening and empathy in dealing with people who are experiencing major life decisions.

Demonstrate strong critical thinking, problem-solving, and decision-making skills.

Complete work with a high level of accuracy, efficiency, attention to detail and follow-through.

Maintain confidentiality related to information contained in files or records retained within the department.

Learn medical terminology and explain complex medical concepts in easy-to-understand terms.

Education and/or Experience:

Postsecondary education such as a certificate, Associate, or Bachelor’s degree. A combination of relevant education, certification, or experience, in addition to the minimum experience, may be substituted for the degree requirement.

Two years of experience interacting with patients, clients, or customers in a healthcare, nonprofit, or business setting.

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

Bachelor or Associate’s degree in a healthcare related field or science field.

Knowledge of medical terminology, case-note documentation, and medical histories.

Patient interaction or care experience in a healthcare setting.

Experience working in a regulated environment to include a demonstrated knowledge of Good Tissue Practices (GTP), Good Manufacturing Practices (GMP) and Good Documentation Practices (GDP) preferred.

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 in their journey with us.
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

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