DONOR SERVICES OPERATIONS DIRECTOR

START YOUR CAREER WHILE SAVING LIVES

Location: Ardmore, OK

Salary: Competitive salary based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year!

Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.

Days: Monday through Friday (may vary)

Hours: 8:00 a.m. to 5:00 p.m. (may vary)

Position:

To provide leadership and direction over all aspects of donor services operation activities. To ensure that processes are in place to reach optimal department efficiency by meeting successful product collection, financial, quality, compliance and customer service goals.

Qualifications:

• Bachelor's degree in medical and/or management, will consider equivalent in work experience
• Minimum of five years management experience, blood bank focus preferred
• Strong leadership, customer service, technical and organizational skills
• Strong spoken and written communication skills
• Diplomatic interpersonal style with excellent conflict resolution techniques
• Professional appearance and manner
• Enthusiastic, creative, high energy demeanor
• Self-starting and self-directing work capabilities
• Ability to work calmly under stressful conditions
• Ability to create and deliver an institutional vision
• Strong PC skills (e.g. Word, Excel, PowerPoint, etc.) preferred
• Flexibility to work long and unscheduled hours

Required Licenses, Certifications:

• Must be 21 years of age or older
• Must have a valid driver's license
• Must have zero points on MVR with no moving or traffic violations in the past 3 years

Primary Responsibilities:

• Provide leadership support to managers, supervisors, and Donor Services Staff. Direct and oversee effective resolution for donor concerns and staff procedural or behavioral issues.
• Ensure staffing levels are adequate, this includes direct input into hiring and firing decisions. Analyze data and make adjustments to increase productivity. Decrease overtime by adjusting the staffing ratios as it relates to collections. Oversee staffing schedules to ensure a cost efficient collection operation, while maintaining a high level of service.
• Create a positive, satisfying work environment which yields a decrease in voluntary staff turnover.
• Oversee the performance of staff development, counseling and annual review process.
• Monitor staff performance by observation and key metric performance such as incomplete and product loss rates, deferral trends, error rate and other established metrics.
• Develop processes that ensure a great donor experience is achieved for each donor at all mobile blood drives.
• Foster teamwork and effective problem solving with Supervisors. Provide direction, coaching, support and leadership while motivating staff and maintaining a high morale by ensuring staff needs are recognized and appropriately met.
• Conduct routine meetings with supervisors and staff to communicate changes and recognize outstanding performance.
• Support, participate and follow up as needed for all internal and external assessments to ensure a high quality operation.
• Oversee and direct activities of the materials and equipment staff to ensure all equipment is well maintained and in compliance for quality control, calibration and annual PM's.
• Track and monitor collection goals, which include whole blood, automation rates, and WB conversion data. Analyze data and make adjustments to increase productivity. This includes working closely with recruitment to ensure projections are met. Identify and implement strategies to increase automated collections within mobile operations.
• Monitor the inventory and draw instructions and communicate the collection needs.
• Develop initiatives with the Director of Recruitment, identifying the tools and resources needed to meet and exceed collection expectations and donor experience.
• Manage and rotate staff on call pager responsibilities.
• Prepare and manage department annual budget and continuously explore cost saving initiatives.
• Other duties as assigned