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 recruiting current and past donors by creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as other phone-related tasks. This position is accountable for individual metrics as well as meeting monthly team collection goals.

Responsibilities:

Adheres to work schedule

Meets productivity, quality, and service level goals

Provides compelling messaging to donors to influence blood donation

Provides blood donation information and convert donor into appropriate donation type based on donor eligibility

Answers donor questions, requests and concerns via phone and text

Recruits new donors by asking existing donors for family/friend referral (pledge)

Educates and motivates donors to schedule their next donation appointment

Attends training and implements techniques/tactics taught into workflow

Maintains accurate donor information in profile

Ensures donor requests are carried out (opt out of calling list, don’t contact for a period of time, prefers to only receive text messages, etc.) by making the appropriate request and following up to ensure completion

Participates on team projects, as assigned

Demonstrates Versiti’s core values daily

Executes service recovery techniques in order to address donor concerns/complaints

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:

EducationHigh School Diploma required

equivalent required

Experience1-3 years customer service experience, preferably in a contact center environment required

Knowledge, Skills and AbilitiesExcellent verbal and written communication skills required

Ability to demonstrate sales techniques and overcome objections 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 TechnologyPersonal Computer (desk top, lap top, tablet) required

Microsoft Office products required

Must learn contact center-specific programs (HemaTerra) required