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

This entry-level contact center role is responsible for creating an exceptional donor experience by promptly answering external donor requests via inbound call activity for any of our sites as well as other external communication related tasks, such as replying to donor voicemails. This position is accountable for individual metrics and meeting team collection goals. Career progression for this role includes moving into an Agent or Senior Agent role.

Responsibilities

• Adheres to work schedule
• Meets productivity, quality, and service level goals
• Properly uses transfer process to connect donor with appropriate department
• Follows inbound call processes
• Answers donor questions, requests and concerns received through any external communication channel (phone,chat,text)
• Focuses on handling various incoming donor requests to allow agents and senior agents to focus on outbound recruitment efforts
• Educates and motivates donors to schedule their next donation appointment, where applicable
• Attends training and implements techniques/tactics taught into workflow
• Maintains accurate donor information in profile
• Executes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donors
• Ability to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standards
• Participates on team projects, as assigned
• Demonstrates Versiti's core values daily
• Provides excellent customer service by always doing what is right for the donor
• Advocates Versiti’s mission in the community
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

Education

• High School Diploma required
• equivalent required

Experience

• 1-3 years customer service experience, preferably in a contact center environment required

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills required
• Ability to present information to donors with a pleasant demeanor at all times and diffuse situations required
• Good attention to detail and accurate data entry skills required
• Results-oriented / collaborates with management to meet individual goals required
• Ability to multi-task and proactively communicate progress/obstacles required
• Ability to perform in a team-oriented environment required
• Proficient computer skills (Microsoft Office) and ability to learn job-specific applications required
• Moderate to high level of experience working within a multi-channel contact center (social media, chat, email, text) – helpful in order to advance to an Agent II role required

Tools and Technology

• Personal Computer (desk top, lap top, tablet) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required