Group Leader - Customer Service
Posted on: January 25, 2023
Job Description Summary
Responsible 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
1. 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 donor's hematocrit and total
2. May be involved in registering applicant and transfer donors
based upon completion of appropriate training and operational needs
of the center.
3. 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.
4. Answers the telephone and assists in providing appropriate
information to the caller.
5. Maintains alertness and awareness to any reaction a donor may
have during or after the pheresis process and notifies appropriate
6. Maximizes donor flow by allocating staff and resources to
appropriate center area or task.
7. 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.
8. Provides guidance and technical training on processes and
procedures to reception staff and other staff as required.
9. Supports center management by providing input into staff
scheduling, and resolves minor donor relations and technical
procedure issues. Refers employee relations issues to center
10. Ensures the accurate recording of donor data in the electronic
donor information management system as outlined in SOPs.
11. Understands the policies and procedures associated with hyper
immune programs at the center if applicable.
12. 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.
13. Maintains confidentiality of all personnel, donor and center
14. May be cross-trained in other areas to meet the needs of the
15. Bilingual skills may be required, at the discretion of the
organization, to meet the needs of the business.
16. Perform other job-related duties as assigned.
--- High school diploma or equivalent required
--- 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
--- Must be able to perform basic math calculations
(physical & mental requirements)
--- Ability to make decisions, which have moderate impact on
immediate work unit.
--- Understands, remembers and communicates routine, factual
--- Must be able to see and speak with customers and observe
--- 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
All 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 CSL's 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
We encourage you to make your well-being a priority. It's important
and so are you. Learn more about how we care at CSL.
About CSL Plasma
CSL 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
We want CSL to reflect the world around us
As a global organization with employees in 35+ countries, CSL
embraces diversity and inclusion. Learn more about Diversity &
Inclusion at CSL.
Do work that matters at CSL Plasma!
Keywords: CSL, Jackson , Group Leader - Customer Service, Hospitality & Tourism , Jackson, Tennessee
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