Donor Relations Associate

About the opportunity

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe's Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.

What you will accomplish

About the role:

This role focuses on providing exceptional customer service to donors with the goal of increasing donor frequency and retention. Under direct supervision, the position involves a variety of tasks including rebooking donation appointments, educating donors on the donation process, and enrolling them in frequent donor programs. The role also supports Donor Services by managing donor flow, monitoring wait times, and resolving any customer service issues. Additional responsibilities include administering marketing and customer service surveys, collecting data for reports, presenting promotional items, and ensuring compliance with internal SOPs and external regulations.

This position requires a proactive approach to donor engagement and an ability to communicate effectively with donors, staff, and coordinators to enhance the overall donation experience.

What we offer:

• Competitive Pay: $17.00/hour
• Make a Difference: Be a crucial part of our mission to save lives and support our community.
• Growth Opportunities: Gain valuable experience in the healthcare industry and advance in a supportive environment.

What you'll do:

• Welcome Donors with a Smile: Provide outstanding customer service at our mobile units and/or donor centers. Greet donors warmly, educate the first-time donors on what to expect to ease their anxiety around donating, guide them through the donation screening process, and ensure a smooth and overall positive experience.
• Manage Donor Information: Input and update donor demographics in our BECS system to create barcodes and keep our collection staff informed of any changes.
• Educate and Assist: Help donors understand which type of donation is best for them based on our inventory needs and capacity. Explain the benefits of automated donations, including plasma, platelets, and auto-red cells.
• Front Desk Support: Handle donor check-ins, answer phones, and assist with front desk tasks in our donor centers. Actively monitor the flow of incoming donors monitoring wait times, registering any donor complaints, and resolving any customer service issues.
• Guide Donors Online: Help donors navigate our donor portal and reschedule appointments as needed.
• Support and Sanitize: Assist with cleaning equipment and areas used by donors.
• Promotional Item Management: Monitor inventory of promotional items and ensure they are kept in a presentable way. Present promotional items to the donors to create a delightful experience for the donor.
• Engage with Communities: Participate in on-site blood drives and college campus recruitment and prepare presentations to attract more donations.
• Reporting and Support: Prepare shift summary reports, provide telemarketing support for upcoming drives, and assist with other tasks as required.

Experience and qualifications for success

What you'll need:

• Education: High School Diploma or equivalent.
• Experience: One year of experience working in an operational/administrative support capacity, sales, marketing, or customer service role.
• Must Have: A car, a valid driver's license, and a willingness to travel and work a flexible schedule.

For applicants who will perform this position in New York City or Westchester County, the proposed hiring rate is $17.00/hr. . For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant's skills, job-related knowledge, and experience.