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Overview
Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.
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.
Responsibilities
• 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: * 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. * Provides day-to-day supervision of moderate complexity test performance (automated hematology) by collection personnel. * Monitors test analyses and specimen examinations to ensure that acceptable levels of analytic performance are maintained. * Assures that all remedial actions are taken whenever test systems deviate from the laboratory’s established performance specifications, policies, and procedures. * Ensures that donor test results are not reported until all corrective actions have been taken and the test system is properly functioning. * Provides orientation to all collection personnel. * 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.
• Performs other duties as assigned
• Complies with all policies and standards
Qualifications
Education
• High School Diploma or equivalent required
• Bachelor’s Degree preferred
Experience
• Previous experience in customer service required
• 1-3 years supervisory experience required
• Valid driver’s license required
• Leadership experience in a customer service environment preferred
• Previous phlebotomy and / or healthcare experience preferred
Knowledge, Skills and Abilities
• 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 required
• MS Office (Word, Excel, Outlook, PowerPoint) required
• Hemasphere required
• Title 21 required
• Multiple phone lines, printer, fax, and copy machines required
• Must be computer literate and able to use the necessary software and hardware to perform job functions and access company communications. required
