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Donor Services Supervisor

Company: Versiti
Location: Waukesha
Posted on: November 16, 2020

Job Description:

POSITION SUMMARY

Under

the direction of the Manager, the

Donor Services Supervisor is responsible for maintaining, motivating, encouraging and developing staff to

attain their full potential through positive reinforcement and corrective

action as necessary. The Supervisor will assist in creating and implementing systems and processes to provide

oversight of blood and blood procurement

activities. Associate is responsible for supervising and assisting Donor Services

associates in the procurement of blood products from donors and/or patients to

support production requirements. This

may include assisting in the recruitment of donors for automated blood

collection procedures as applicable per site or mobile. The Supervisor partners with Donor Services management to ensure that the

Donor Services Department is achieving its goals for overall quality, cost and production.

RESPONSBILITIES

--

Plans, implements and supervises functions of assigned

associates who collect blood and blood components, and/or supporting areas such

as document control, training and scheduling.

--

Communicates changes

and problems to associates and verifies their understanding of changes in

policy/procedures.

--

Projects workflow, prioritizes duties, troubleshoots, and

problem solves.

--

Serves as a public

relations contact for donors, patients, coordinators, recruiters, and the

general public.

--

Acts as a preceptor to new associates as assigned and

conducts in-service training, as applicable.

--

Accurately performs, as required, all pre-activities defined

by departmental procedure for which the associate has successfully completed

training and for which competency assessment is current. Works in all technical

capacities as needed.

--

Ensures donor related documents are complete and accurate,

as applicable.

--

Performs waived tests as described by the Clinical

Laboratory Improvement Amendment of 1988, as applicable.

--

Listed below are CLIA supervisory responsibilities for those

supervising collection sites that perform hematology testing:

o

Is accessible to collection personnel at all times testing

is performed to provide on-site telephone or electronic consultation to resolve

technical problems in accordance with policies and procedures (SOPs)

established by the director.

o

Provides day-to-day supervision of moderate complexity test

performance (automated hematology) by collection personnel.

o

Monitors test analyses and specimen examinations to ensure

that acceptable levels of analytic performance are maintained.

o

Assures that all remedial actions are taken whenever test

systems deviate from the laboratory's established performance specifications,

policies, and procedures.

o

Ensures that donor test results are not reported until all

corrective actions have been taken and the test system is properly functioning.

o

Provides orientation to all collection personnel.

o

Annually evaluates and documents the performance of all

testing personnel. Evaluate new personnel initially and at six months.

--

Observes, documents and evaluates performance of Donor

Services associates through competency observations and observation form usage,

as applicable.

--

Prepares/administers annual performance appraisals for

assigned staff. Makes recommendations about scheduling and/or monitoring of

associate's work assignments and promotional opportunities.

--

Adheres to, and enforces all, including but not limited to, Versiti,

AABB, FDA, CLIA, ISDH, and EMEA policies and procedures, as applicable. Oversees

Donor Services associates to ensure they remain in compliance and follow the

above policies/procedures as applicable.

--

Must maintain knowledge of and observe all regulatory

requirements and practices, including FDA current Good Manufacturing Practices

and Good Tissue Practices, as applicable

--

Ensures all regulatory requirements are met while creating

an atmosphere for donors/patients/staff to have a positive experience.

--

Drives Versiti vehicle when needed to complete job-related

functions.

--

Complies with and enforces all Versiti safety policies and

procedures.

--

Follows universal precautions and protective measures

required by Versiti and outside regulatory agencies. Incumbent may be exposed to

blood or body fluids and may be in areas which contain these items.

--

Conducts coaching/counseling sessions, as required, to

identify and address technical concerns, customer service issues and employee

related issues.

--

Conducts / attends all required departmental meetings and training

sessions as required and participates in the trial and evaluation of new

methods and equipment.

--

Responsible for meeting departmental productivity and quality

standards, identifying problems within the work area as they occur, performing root cause analysis, and offering

process improvements

--

Achieves

mobile/donor center collection goals by managing to daily goal (which includes

day of automation conversions, split rates, equipment run rates, inventory

needs).

--

Participates

in obtaining organizational goals through replenishment strategies (i.e.

re-booking, apheresis education, email information collection).

--

Motivates and mentors staff to achieve, and strive to

exceed, the requirements of their position. Acts as a positive role model.

--

Maintains required level of communication, which includes

using email, phone, and other modes of communication, as applicable.

--

On call, as required, to address urgent issues affecting

drive or donor center operation, including addressing scheduling issues.

--

Performs essential functions which may include working

irregular hours that include late nights, early mornings and weekends at

various locations.

--

Maintains confidentiality and discretion as required.

--

Performs other duties as required, which relate to Blood

Center functions.

QUALIFICATIONS



Education


  • High School diploma or equivalent required.
  • Bachelor's degree preferred.

    Experience

    -- Previous experience in customer service required.

    -- Two years' supervisory experience required.

    -- Valid driver's license required.

    -- Leadership experience in a customer service environment preferred.

    -- Previous phlebotomy and / or healthcare experience preferred.

    Success Factors

    -- Excellent customer service, interpersonal, oral and written communication skills required

    -- Ability to express oneself clearly/effectively in written and oral form

    -- Ability to communicate effectively with co-workers, management, vendors and/or customers as necessary

    -- Ability to handle sensitive or confidential information discreetly

    -- Possess the medical knowledge necessary to determine donor suitability, render immediate and proper care to donor and patient, and attend to safety and quality control issues as required by Procedure and external regulatory requirements

    -- Ability to multi-task while paying close attention to detail

    -- Well-groomed, professional appearance

    -- Ability to work in a positive manner under pressure in a fast-paced environment

    -- Ability to work well with others as a team member required

    -- Must be accessible by phone and email

    -- Ability to travel to all Versiti sites, including overnight stays, is required.

    Tools and Technology

    • Personal and Network Computer
    • MS Office (Word, Excel, Outlook, PowerPoint)
    • Hemasphere
    • Title 21

      -- Multiple phone lines, printer, fax, and copy machines

      -- Must be computer literate and able to use the necessary software and hardware to perform job functions and access company communications.

      PHYSICAL REQUIREMENTS & WORKING CONDITIONS

      Ability to work varied hours, activities and work sites required. Ability to adapt and function in various environments as blood drives may be in different locations. Lighting, noise levels and temperature levels are some of the variables. Equipment used varies depending on the area assigned but may include the following: automated hemoglobin device, vital-signs monitor, blood pressure cuff, strippers, automated mixer, TV, DVD player, telephone, facsimile, computer, automobile, van, printer, GPS and other electronic equipment.

      Visual acuity required for performing venipuncuture, reading and checking donor related documents for completeness/accuracy, and verifying donor eligibility using policies, procedures, and/or blood collection/blood center software as applicable. Manual dexterity is needed to operate required equipment and/or perform invasive procedures. Ability to sit, stand, stoop, and bend for long periods of time without relief (up to 6 hours). Ability to assist donors during a reaction, as applicable. Ability to work well under pressure in a fast-paced environment required. Ability to lift up to forty (40) pounds alone, over forty (40) pounds with assistance and to push/pull equipment up to 350 pounds required.

      Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      This job description reflects the current assignment of essential functions and is not meant to be all-inclusive or in any way construed as an employment contract. Duties and responsibilities may be assigned or reassigned to this position at any time and may be modified to reasonably accommodate an individual with a disability or for other reasons solely at management's discretion. All position descriptions will be reviewed and updated at least once per year when the incumbent is reviewed or as attrition occurs.

Keywords: Versiti, Waukesha , Donor Services Supervisor, Other , Waukesha, Wisconsin

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