Center Technician I (28125)

Center Technician I

Provides exceptional customer service while determining donor eligibility for plasmapheresis through donor registration, medical history screening, limited physical assessments, and laboratory testing. Responsible for the setup, monitoring, operation, and disconnect of automated plasmapheresis equipment while ensuring donor safety throughout the donation process. Responsible for the accurate and timely processing, sampling, testing, storage, and shipment of plasma collected from donors. Ensures plasma units and donor samples are processed, labeled, frozen, stored, and shipped in accordance with company Standard Operating Procedures (SOPs). Performs donor recovery, manages donor adverse reactions according to SOPs, completes required quality control procedures, maintains accurate documentation, and ensures compliance with FDA, OSHA, CLIA, cGMP, IQPP Standards, and company policies.

Provides exceptional customer service while treating donors, employees, and visitors with professionalism, dignity, and respect. Performs all assigned duties in compliance with FDA regulations, OSHA requirements, CLIA requirements, IQPP Standards, current Good Manufacturing Practices (cGMP), company policies, and Standard Operating Procedures (SOPs). Brings compliance and safety issues to the attention of management. Maintains good attendance and punctuality in accordance with the attendance policy. Performs donor registration, donor identification verification, medical history screening, and limited physical assessments to determine donor eligibility. Cleaning, stocking and some maintenance. Performs setup, operation, monitoring, troubleshooting, and disconnect of automated plasmapheresis machines in accordance with SOPs. Collects donor samples, retest samples, and other specimens as required. Performs finger stick collection and accurately determines donor hematocrit (HCT) and total protein using approved testing equipment. Accurately assesses donor eligibility and communicates any concerns to Center Medical Staff or management. Continuously monitors donors during the donation process and responds appropriately to donor adverse reactions. Assists medical staff with donor evaluations and adverse reaction management. Works as part of a team to achieve daily team production goals. Demonstrates excellent communication skills in accordance with current customer service standards to represent a positive image for the organization. Maintains complete, accurate, and legible donor records within electronic donor management systems. Actively recruits donors for apheresis donation and educates them regarding promotions and new initiatives (e.g. ExpressPass, PlasmaShare App, etc.). Maintains clean, organized, and sanitary donor care areas, equipment, and workstations. Properly disposes of contaminated materials following OSHA, biohazard, and infection control requirements. Uses electronic donor management systems to improve donor flow, donor seating, and operational efficiency. Greets donors, answers telephones, schedules appointments, modifies appointments, and assists donors with electronic applications and password resets. Promotes donor retention by educating donors regarding donation frequency, promotions, ExpressPass, PlasmaShare applications, and company initiatives. Administers donor compensation and promotional programs when assigned. Participates in community outreach, donor recruitment, and marketing activities. Reviews Title 21 assignments and completes all required training within established timelines. Successfully completes Donor Center Technician training within 6 weeks of hire. Restocks supplies and reports damaged or defective equipment and inventory. Maintains confidentiality of donor, employee, and company information. Reports unsafe conditions, quality concerns, compliance issues, or unethical behavior immediately to management. Cross-training when recommended based on operational needs and employee development and must be completed within established timelines, when applicable. Works at plasma center to support the production goals and meet donor plasma needs. Conducts confidential and effective interviews with donors to obtain necessary information. Recognizes signs and symptoms of pre-adverse reactions. Responds to and handles pre-adverse reactions per SOP and notifies medical staff. Performs other duties, at the discretion of management, as assigned.

Must maintain a high standard for conscientious, courteous, and enthusiastic service to internal and external customers, and the public in general. Must make customer's needs a high priority in face-to-face or telephone contact. Must consistently deliver service in a timely, accurate, professional, and friendly manner. Must maintain a standard of conduct that is supportive of mission and values. Demonstrates a moderate level of problem-solving skills.

Work involves mostly duties that involve related steps, processes, or methods, requiring the employee to make choices and recognize differences in a few easily recognizable situations, such as differences in fact, sources of information, or kinds of transactions or entries. Occasionally, work includes various duties involving different and unrelated processes and methods. Decisions on what needs to be done require analysis of the subject in each assignment, and chosen courses of action may be selected from several alternatives. Work involves conditions and elements that must be analyzed to identify interrelationships.

The supervisor makes assignments by defining objectives, priorities and deadlines, assisting the employee with unusual situations with no clear precedents. Employee plans and executes steps to complete the assignment, following instructions, policies, and previous training or accepted practices. Completed work is evaluated for soundness, appropriateness, and conformity to policy. Methods used by the employee are not reviewed in detail. Occasionally, the supervisor sets overall objectives and resources available, with deadlines and work plans developed in consultation with the employee, with some opportunity for the employee to interpret policy, or determine approaches and methodology for accomplishing assignments.

To perform this job successfully, each essential duty (as identified above) must be performed satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. Must be able to maintain confidentiality. Must have good customer service and interpersonal communication skills. Strong organizational and multitasking skills. Effective verbal and written communication. Must have proficient computer skills. Basic math skills (related to determining donor eligibility, recognition, and collection information). Ability to read and comprehend written procedures and instructions. Ability to work flexible shifts. Ability to work in a team environment and participate as an active team member. Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business. Integrity to admit and report errors (or possible errors) which could result in regulatory deviations and/or the release of an unsafe product.

High School Diploma or General Education Diploma (GED) required. Optional: Medical Assistant Diploma, Certified Nursing Assistant Diploma, Emergency Medical Technician Certificate, Phlebotomy Certificate or similar military experience/certification.

Minimum 6 months customer service experience is desired. Previous customer service, healthcare, laboratory, plasma collection, blood banking, medical assisting, nursing assistant, EMT, phlebotomy, or similar healthcare experience is preferred but not required. Customer service experience in a regulated environment is highly desirable. Bilingual (Spanish) is preferred.

CPR Certification is required. Additional state licensure or certification may be required where applicable.

Work requires prolonged standing and walking, frequent use of hands and fingers, repetitive motions, bending, reaching, and squatting. Frequently lifts, carries, pushes, and pulls supplies, equipment, and materials weighing up to 35 pounds, with occasional assistance for heavier items when appropriate. Employees must be able to read computer screens, donor charts, and equipment displays while effectively communicating with donors and coworkers in a clinical environment. Must be able to wear required personal protective equipment (PPE), including gloves, gowns, face protection, and cold-weather protective gear when accessing plasma freezers. Frequently uses hands and fingers for clinical procedures, computer operation, documentation, and handling medical equipment Must be able to safely navigate all areas of the donor center and work in a fast-paced, highly regulated clinical environment. Refer to Job Function Assessment below for physical demands

Work is performed in a plasma collection center with moderate noise levels. Employees are routinely exposed to biological fluids with potential exposure to bloodborne pathogens. Will be exposed to temperatures as low as -40C while retrieving, storing, or relocating plasma units. Temporary work in freezer trailers or alternate storage units may be required during emergency situations or maintenance activities. Appropriate personal protective equipment (PPE), including gloves, protective eyewear, laboratory garments, and cold-weather protective gear, must be worn as required. Cross-training is recommended based on operational needs and employee development and should be completed within established timelines, when applicable.