Donor Services Associate (REMOTE: Raleigh, NC Area)

ADMA BIOCENTERS are FDA-licensed facilities dedicated to the collection of human plasma from donors. Human plasma is used to make special medications to help treat and prevent infections in patients.

Position Summary:

The Donor Services Associate is responsible for providing exceptional support and service to donors. This role involves handling inquiries, contacting qualifying donors to enroll in specialty programs, increasing plasma donation frequency, and maintaining accurate donor and specialty program records and reports. Facilitates donor communications, contacts applicable donors to participate in plasma specialty programs, and drives program performance metrics. Additionally, the Donor Services Associate will assist in developing and implementing strategies to enhance donor satisfaction, contributing to the overall success of the organizations goals and objectives.

Essential Functions (E) and Responsibilities

• Key Duties (E for anything that is essential to the role that need to be accomplished with or without reasonable:
  • Routinely contacts potential and lapsed plasma donors to drive donation frequency and specialty program enrollment.
  • Assist the Marketing Manager and Sr. Specialty Program Manager in executing marketing campaigns aimed at donor recruitment and retention.
  • Analyze data to identify potential plasma donors and tailor outreach efforts accordingly.
  • Organize donor awareness campaigns and customer surveys to enhance donor engagement.
  • Add and remove donors from applicable specialty programs in donor management systems.
  • Respond to online inquiries and engage with potential donors.
  • Provide administrative support with scheduling meetings, coordinating events, and managing workflows.
  • Develop and report on key metrics related to all plasma specialty programs.
  • Inform donors about the plasma donation process, its importance, and the impact of their contributions on patient care.
  • Foster donor relationships and encourage continued plasma donations.
  • Evaluate donor center interactions to ensure adherence to organizational standards.
  • Maintain a donor database and ensure information is correct and easily accessible.
  • Provide prompt and accurate responses to donor questions and concerns, ensuring a positive experience.
  • Actively monitors the RSV Program ensuring the sites are making every effort in the recruitment of new donors, reporting timely to inquiries and requests, and removing donors from the program.
  • Acts as a point of contact for all sites for the resolution of issues and evaluation of performance against established objectives for all specialty programs.
  • As additional specialty programs are added to ADMA Bio Centers collection program, duties will be assigned by supervisor.
  • Ensures adherence to the tracking and trending of donor test results for addition to or removal from the program based on determined acceptability requirements.

• Supervisory Duties (E): N/A

• Core Competencies/Behaviors:
  • Excellent communication skills both written and verbal.
  • Strong problem-solving skills and the ability to resolve donor concerns with professionalism.
  • Detail-oriented with strong organizational skills and the ability to manage multiple tasks.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM systems.

• Other Duties as Assigned:
  • Compliance Requirements (E): As a part of our Quality Systems and cGMP initiatives, employees are responsible for ensuring compliance with all ADMA Quality policies, standards, and SOPs in their area of work and responsibility.

• Working Conditions(E):
  • Physical Demands Sudden temperature changes when working with freezers.
  • Hazards Exposed to various chemicals and human biologics at donor centers.
  • Stressors Frequent interruptions, multiple priorities, complex issue resolution. Frequent meetings before or after work hours; working time can exceed 8 hours per day routinely.

• Travel Requirements (E): Ability to travel up to 25% either by automobile or airplane.

• Physical Location of Role (E): Raleigh, NC

• Education Requirements:
  • High School Degree or equivalent, Bachelors Degree preferred
• Experience Requirements:

• 2-4 yrs of experience in customer service preferred.
• Experience in the plasma or blood donation industry is a plus.

In addition to competitive compensation, we offer a comprehensive benefits package including:

• 401K plan with employer match and immediate vesting
• Medical, Vision, Life and Dental Insurance
• Pet Insurance
• Company paid STD and LTD
• Paid Time Off (within the first year)
• Tuition Assistance (after the first year)

ADMA BioCenters, Inc. uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

ADMA BioCenters is an Equal Opportunity Employer