Donor Engagement Specialist, Bilingual – Vietnamese

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❄️ Minnesota – Remote

Although this job is listed in Minnesota, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

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NMDP

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Non-profit • Charity • Science

NMDP is a nonprofit organization (formerly Be The Match) that operates the national blood stem cell donor registry and coordinates cell therapy to treat blood cancers and other blood disorders. It recruits and registers donors, matches donors to patients, facilitates transplants, provides patient support and financial assistance, conducts and funds clinical research and trials, and leads advocacy and fundraising to expand access to life‑saving cell therapies.

1001 - 5000 employees

Founded 1987

🤝 Non-profit

🤲 Charity

🔬 Science

📋 Description

• Contact Members/Donors for Donor Search-Related Activities: • - Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid Search Engines, and social media to locate updated contact information. • - Educates donors (advanced) - Reinforces commitment and retention messages to donors. Asks open-ended questions to assist in overcoming donor barriers to donation. Utilizes reflective listening skills, summarizes conversations, and assesses the next steps in the donation process. • - Practices behavioral coaching techniques- ask open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process. • - Conducts donor health screening (advanced) - Collects donors’ medical health history information and assesses medical conditions and non-medical factors to determine further donor participation. Appropriately engages Medical Services, Provider Services, and Donor Advocacy for consultation on unusual donor circumstances. Documents and communicates resolutions or anticipated next steps. • - Coordinates blood draws (appointment time, location, kit ordering, donor/kit tracking) and completing follow-up forms as needed. • - Completes operational activities within established timelines and standards and maintains compliance with identified department performance standards. • - Practices good guardianship of member confidentiality and identity through appropriate use of available people finder tools. • - Completes first contact activities within established timelines. Provides required updates to Provider Services, as applicable. Documents all donor activity in STAR Link/Salesforce donor file. Completes all appropriate NMDP documentation. • - Maintains standards and compliance with identified department performance standards to increase the number of donors moving forward to donation. • Establishes and Maintains Good Relationships with Donor Operations, Donor Center Staff, Collaborating Departments, and External Vendors: • - Maintains understanding of donor operations processes and unique customer requirements. • - Upholds, develops, and supports relationships with Provider Services, NMDP KitMaker and external laboratory partners or other draw sites to maintain phlebotomy sites throughout service areas. • - Collaborates with other teams and departments to achieve goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy). • - Collaborate closely with Workup teams to manage details and ensure smooth and timely hand-offs of donor cases. • Other Duties as Required for Team/Department Operations: • - Maintains on-going knowledge of HLA, and blood stem cell transplantation. • - Assists in maintaining STAR Link donor database. • - Participate in shared team responsibilities and staff back-up including coverage of calls in the general team call queues, while servicing those member/donor files as needed with excellent customer service/resolution. • - 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.

🎯 Requirements

• Bachelor’s degree in human services or a Health Care related field is required. However, upon evaluation, equivalent related Health Care experience and/or education may be substituted for the degree requirement. Additional educational experience in public health, psychology, or health promotion is preferred. • 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. • 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. • 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

• 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