Donor Engagement Specialist, Bilingual – Mandarin

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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

• 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 the ability to access information from within NMDP systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly. • The following activities would also be performed as necessary: scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow through. • Good guardianship of member confidentiality and identity is required. • 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.

🎯 Requirements

• 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. • 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. • 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

• 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.