Donor Engagement Specialist Bilingual, Vietnamese - Remote
Please apply online using a laptop or desktop computer.
The Donor Engagement Specialist Bilingual, Vietnamese requires the ability to have a compelling conversation with members transitioning to donors on the Be The Match Registry® who are being asked to save a patient s life. The role involves using investigative skills in partnership with information from within Be The Match systems in order to locate and contact donors. Once contact has occurred, this role will be responsible for providing high-quality donor care while educating donors and completing/managing all other related record updates and documentation accordingly.
Candidates must effectively engage donors who could have misconceptions about the donation process. Professional telephone etiquette with the capacity to build rapport with donors in a heavy blended (inbound and outbound) call environment is essential. This role supports the achievement of department goals through job accountabilities, excellent donor care, and exceptional time management.
Being available to our donors is a top priority for our search team. It ensures we re creating an exceptional donor experience and that we re able to move quickly to deliver life-saving products to our patients when they need them. Our hours of operations are 8 AM - 8 PM Mon - Thurs and 8 AM - 6:30 PM Fri, Central Time. To staff accordingly, this position works a pre-determined schedule that requires two morning shifts and three evening shifts each week.
In addition, we require each Donor Engagement Specialist to complete an initial training period to equip you with the knowledge, tools and resources to be successful before working with our donors. The training lasts 5 weeks and runs from 9 AM-5:30 PM CT each day. Please consider the above requirements when determining your interest in this opportunity. This is a remote position (US). #LI-Remote
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Contacts Members/Donors for Donor Search-Related Activities that Include the Following Qualifications:
- 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 and informs donors of all aspects of the stem cell donation process. Assists in overcoming donor barriers to donation and updates donor demographics.
- Practices behavioral coaching techniques- asks open-ended questions, utilizes reflective listening skills, summarizes conversations, and assesses commitment to next steps in the donation process.
- 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 Case Management and Operations teams, as applicable. Documents all donor activity in STAR Link and donor file. Completes all appropriate NMDP documentation.
- Maintains standards and compliance with identified department performance standards in order 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:
- Ensures a smooth hand-off of donor to Donor Operations team for next steps in donation process. Engenders strong customer relationships through excellent service and customer knowledge.
- Frequently seeks input and provides feedback to Engagement and Enrollment teams and adapts recommendations provided by Member Experience to aid in donor outreach.
- Maintains understanding of Donor Operations operating processes and unique customer requirements.
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.
- Participates in shared team responsibilities and staff back-up including coverage of calls on the general team phone skill and servicing those member/donor files as needed with a demonstration of excellent customer service/resolution skills.
- Advanced internet research skills including familiarity with social media.
- 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.
- Other duties as assigned.
Additional Bilingual Accountabilities:
- Job duties would be the same as the core position that they have been hired for, in addition those duties would be done in the secondary language.
- There may be some extended duties as assigned that may not be part of the core job, but would be required in an interpreters capacity. Training would be provided for these extended services just as it is when standard Contact Reps are asked to perform similar extended services on behalf of donor centers.
- Participates in shared team responsibilities and staff back-up including coverage of calls on the general team phone skill (English and Secondary Language) and servicing those donor files as needed. Assists peers with secondary language phone communications as necessary (i.e. voice mail messages).
- Conducts health history reviews in the secondary language using (reading from) the official translated secondary language controlled version of the document and then populating the English responses within STAR Link.
- Assists (not sole performer of function) with secondary language translations, back translations, proofreading, and edits (i.e. review of grammar, spelling, punctuation, etc.) for donor communications, letters, documents, and brochures, for Donor Resources and potentially other business units as needed.
- MS Office, including basic word processing, spreadsheet, and database software application skills.
- Proficiently applying computer skills and engaging with customers simultaneously.
- Demonstrate strong communication skills and ability to ask probing questions while working with a mission-driven call center environment.
- 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 with 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 in 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 confidentiality related to information contained in files or records retained within the department.
- Maintain flexibility in work hours to accommodate staffing needs; evening/weekend hours may be required.
- Utilize provided search tools to identify and locate difficult to find donors.
Education and/or Experience:
- Bachelor s degree in Human Services or a related field is required. However, upon evaluation, equivalent related Health are experience and/or education may be substituted for the degree requirement. Additional educational experience in public health, social work, 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.
Additional Bilingual Qualifications:
- Bilingual: fluent native speaker of the specified secondary language or BA/AA degree in the required language demonstration of fluency beyond conversational , ability to convey complex medical information, advanced communication (oral and written) skills, understanding of secondary language grammar.
- 1 year translating experience, preferably in a medical setting.
- Knowledge of various secondary language cultures required.
- Yearly attendance at interpreter/translator seminar or other language proficiency seminar (i.e. medical terminology, etc.).
- If the staff member has proven competence (as noted above) in an additional language and there is a business need to utilize that language capacity on a regular basis, the staff member may be titled as multilingual.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Familiarity with medical terminology and advanced health screening experience preferred.
- Experience in target-driven sales environment.
- Familiarity with digital social platforms and social media applications.
- Pay Basis: Hourly
- Schedule: Full-time
- Driver Policy: No