20 days old

Public Response Representative

Be The Match
Minneapolis, MN 55415
  • Job Code
    2000009I

BE THE MATCH OPERATING PHILOSOPHY:

Right now, people's lives depend upon our performance. Our leaders have ownership of their areas, the autonomy to determine the best path, and the responsibility to ethically deliver excellent results. Both team members and leaders exemplify our Be The Match Standards.

POSITION SUMMARY :

Provides quality customer service in response to incoming multi-channel communications from the general public, registry members, and donors, such as: providing general education about the registry and donation processes, responding to health questions, and offering ways to support and engage the mission. Maintains data integrity, updating registry member records and safeguarding member confidentiality and identity. Utilizes holistic organizational knowledge to effectively support, triage, and resolve inquiries. Supports the achievement of department goals through core job accountabilities and key skills.

To staff accordingly, this position works a pre-determined schedule that requires evening hours up to 2-3 days per week. The schedule for this position is Mon & Thurs 8 am - 4:30 pm; Tues, Wed & Fri 9:30 am-6 pm.

In addition, we require each Public Response Representative to complete an initial training period to equip you with the knowledge, tools and resources to be successful. The training lasts three weeks and runs from 8:30 9 AM-5:30 PM, Central Time each day. Please consider the above requirements when determining your interest in this opportunity.

ACCOUNTABILITIES:

Responds to incoming multi-channel customer communications (calls, emails, web chats, online updates), adhering to approved procedures and meeting NMDP's performance goals and defined service level agreements:

  • Assesses registry member commitment and availability to remain on the Registry and proceed as a donor.
  • Answers questions regarding how to become a registry member, providing program education on the donation process and other services.
  • Engages and inspires customers to be involved and support the mission.
  • Evaluates health history information to determine if individual meets health criteria to join the registry or continue participation in the program.
  • Provides assistance and back up to other team members as evolving workloads dictate.

Manages and maintains systems and procedures:

  • Updates donor records (e.g. demographics, registry status, etc.) accurately and efficiently in database in response to donor phone calls, emails, and/or website submissions.
  • Resolves swab kit issues including, but not limited to, occurrences, undeliverables, discrepancy resolution and redraw requests.
  • Manages registrations, connecting dots between multiple systems to ensure data integrity and appropriate follow-up with registry members.
  • Onboards new registry members with unique consent circumstances such as: international donor transfers, related donors, already typed members, etc.

Coordinates work across multiple departments, stakeholders, and levels of leadership:

  • Supports cross-functional projects with key stakeholders, such as Marketing, IT, Patient Health Professional Services, and Operations Leadership.
  • Achieves optimal resolution through balancing the requirements and needs of policy, procedure, and customers.
  • Triages complex and sensitive issues, ensuring a holistic approach to resolution and seamless customer service.
  • Other duties as assigned.

REQUIRED QUALIFICATIONS:

Knowledge of:

  • MS Office to include: basic word processing, spreadsheet, and database software application skills.
  • Proficiency with applying computer skills and engaging with customers simultaneously.
  • Internet research skills.

Ability to:

  • Deliver solid customer service while utilizing critical-thinking and problem-solving skills.
  • Multitask, plan and organize in a fast paced and multi-channel environment.
  • Contribute in a team environment while taking initiative and responsibility for independent work as needed.
  • Complete work with a high level of accuracy, attention to detail and follow-through.
  • Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
  • Possess:
    • Engaging telephone presence, building rapport with customers in a contact center environment.
    • Reflective listening skills, inspiring connection with the organizational mission.
    • Interpersonal effectiveness, tailoring communication style to specific customer needs.
    • Learning agility, quickly integrating new information and processes.
  • Flex work hours to accommodate staffing needs; Evening/weekend hours may be required.
  • Must exemplify our Be The Match Standards.

Education and/or Experience:

  • High school diploma or GED required.
  • Two years of professional customer relationship or service experience, with demonstrated ability to communicate effectively.
  • Basic word processing and data entry experience. Customer service and data entry experience may be concurrent.

PREFERRED QUALIFICATIONS : (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

  • Associates degree in Health Care, Human Services, Communications, or a related field.
  • Previous contact center experience.






Posted: 2021-01-06 Expires: 2021-02-04
Sponsored by:
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Sponsored by:
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Public Response Representative

Be The Match
Minneapolis, MN 55415

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