Purpose: Own the Experience. Provide outstanding customer service to donors, coworkers and guests thus ensuring the best possible donation experience for the donor and working environment for staff. Establish and maintain quality practices while continually seeking to improve and expand upon performance and knowledge for self and staff.

Responsibilities:

Personnel Management: As part of the mobile operations management team, provide direction and motivation for mobile staff; In conjunction with mobile operations management, Director of Mobile Operations and Human Resources, interview, make hiring, promotion, demotion and termination recommendations, and conduct performance appraisals for direct reports, investigate and rectify employee performance, attendance and/or behavioral concerns with timely counseling; Identify individual and departmental training needs, conduct training sessions and maintain training documentation; Review draw and interview statistics and other performance data to measure employee productivity and goal achievement; report performance data to staff on a monthly basis; Cultivate an environment of teamwork.

Serve as subject matter expert for Donor Services: Develop and sustain complete familiarity with all technical skills, departmental SOPs, quality policies and procedures, human resources policies and procedures, mainframe donor database, operator manuals, training plans and other materials utilized in mobile operations, including whole blood and apheresis red cell collections; Support staff in evaluating donor and patient qualification, as needed and per the rotating on-call schedule Participate in the rotating on-call schedule to receive and respond to website/email generated donor eligibility inquiries; Prepare and/ or assist with donor reentry documentation to update donor eligibility, assign deferral codes/dates and ensure that all donor deferral data is accurately recorded in the computer database as necessary; Support staff in technology/ procedure troubleshooting and routine maintenance of apheresis equipment; Evaluate all sources of donor information, ensure all donor data is accurately recorded in the computer databases, including manual data entry as necessary, audit and resolve any discrepancies between manual and computer donor records; Assist with donor reaction review and follow-up as necessary; Serve as liaison between donors and the Medical Director(s).

Administration of basic managerial functions: Oversee the day to day mobile operations of the blood collection processes for the Blood Center; ensure compliance with all applicable industry, federal and organizational guidelines, protocols, policies, and procedures, including timely and appropriate reporting of all Worker’s Compensation exposures, illnesses, or injuries; ensure thorough and effective communication and dissemination of information to donors, coworkers, volunteers and guests; Ensure department procedural documents are reviewed and updated in accordance with approved schedules; monitor staff scheduling in Mobile Operations to ensure a lean environment and attainment of We Are Blood goals; assist Account Executives with site checks as necessary; review activity reports, draw statistics, budget, quality control record and other performance data to measure Mobile Operations productivity and goal achievement; Work with Donor Services QC Coordinator to ensure that all DS collection equipment is maintained, validated, and repaired as needed or as required by SOP; Coordinate within the mobile management team to ensure that all mobile operations are supported by manager presence and availability; support DS management serving as back up to other DS managers and Director, Mobile Operations as needed.

Project management: Work with DS and QA management to establish, implement and validate new processes, protocols, procedures and technologies, assist in the drafting and revision of SOPs; coordinate investigation and finalization of Mobile Operations System Improvement Reports; execute or delegate special projects and other duties as assigned.

Behavior: Demonstrate and ensure that the highest levels of service and professionalism are exhibited. Ensure effective communication of organizational information amongst staff, maintain constructive and cooperative interdepartmental relationships. Leverage knowledge and interpersonal skills to achieve departmental goals; Demonstrate actions consistent with role model behavior and attainment of We Are Blood goals; Present a professional and courteous demeanor at all times as a key public representative of We Are Blood. Execute other duties as assigned.

Skills, Education, & Experience

-Minimum of 3 years of recent experience in a supervisory role in a medical setting, preferably with donor qualification, quality control and document review in a blood center environment.

-High school diploma or GED required. College degree preferred College degree may substitute for 1 year of supervisory experience.

-Demonstrated high-level of organizational, logical, and interpersonal skills

-Excellent customer service skills.

-Superior verbal and written communication skills required, experience writing employee evaluations and counseling statements, system improvement reports, SOPs, training plans and validation plans strongly preferred

-Strong computer skills. Experience with blood bank software preferred

-CPR Certification

Physical/Mental Abilities

-Must be at least 21 years old; have reliable transportation and valid Texas driver’s license; must be able to provide a copy of an acceptable driving record and proof of liability insurance

-Ability to motivate and lead a team and exhibit professional conduct and demeanor at all times

-Ability to adapt to changing situations

-Ability to employ critical thinking skills to solve issues regarding donor eligibility, staffing, and other matters related to mobile operations

-Ability to maintain high attention to detail and make sound judgments in a busy and distracting environment including the ability to perform the same task repeatedly with a high level of accuracy

-Ability to interpret and respond appropriately to sensitive/ confidential information and situations 

-Ability to maintain on-call responsibilities and a flexible schedule to include evenings or alternate days of the week, as needed

-Ability to make priority determinations and work without direct supervision, with the ability to work on multiple projects simultaneously, using excellent time management skills to complete all assigned projects in a timely manner

-Ability to lift up to 25 pounds unassisted

Work hours

Sunday-Thursday & rotating on call.