Job Title: Donor Provision & WelfareCoordinator
Responsible To: Account Delivery Team Leader
Division:Operations
Purpose: To be a member of an Account Delivery Team that provides unrelated donor and cord blood unit search and selectionand organises all aspects of stem cell provision for a specific group of transplant centre customers, and ensuring the welfare of the donor throughout the process.
Main Responsibilities
- To contact selected donors to guide them through the donation process; making the necessary arrangements for their donation and delivery of the product for transplantation.
- To remain knowledgeable of all procedures and protocols relating to the donation process and be able to communicate this information effectively to donors.
- To liaise with international donor registries and cord blood banks, making the necessary arrangements for delivery of the product for transplantation.
- To communicate regularly with healthcare professionals, suppliers and other stakeholders; providing accurate, timely and concise information to meet customer needs.
- To ensure that all patient records are kept uptodate and all correspondence is sufficiently documented in the records.
- To process work to meet set regulatory, accreditation, quality and performance targets and to provide a professional and effective service for customers.
- To maintain the confidentiality of both donor and patient at all times.
- To work independently, pay meticulous attention to detail, problem solve and take full responsibility for each allocated patient file.
- In collaboration with other Donor Provision & WelfareCoordinators and the Account Delivery Team Leaders ensure the continuation of daytoday services by covering staff absence.
- Ensure incidents, complaints and serious adverse events are reported to the Senior Account Delivery Team Leader, Head of Transplantation Services, Quality Manager and Medical Officer as appropriate.
- Attend regular team meetings to review workload, KPIs and targets,with a focus on providing excellent service for customers.
Additional Responsibilities
- To participate in the out of hours on call rota when deemed competent to do so.
- To attend training sessions and seminars as required.
- To provide support for the Account Delivery Team Leader and perform other duties as determined by them.
- To perform any other duties considered appropriate by the Head of Operations.
Person Specification
The following attributes are considered essential for the job:
- Excellent interpersonal skills with good written and verbal communication skills.
- The ability to work as part of a team and on own initiative.
- The ability to organise and prioritise work effectively and quickly.
- The ability to well under pressure and to tight dead lines.
- The ability to show attention to detail in all aspects of work.
- The ability to problem solve and show initiative.
- The ability to multitask while maintaining a complete overview of a number of cases simultaneously.
- Demonstrable understanding of customer service
- Computer literate with a good working knowledge of Microsoft Office.
The following attributes are considered desirable for the job:
- Experience of working in a medical or health environment.
- Previous experience of handling confidential information.
- A recognised and relevant degree.
- An understanding of the processes of bone marrow/stem cell donation.
Conditions of Employment
- 35 hour week, Monday to Friday
- Salary as advertised
- 27 days holiday per annum
- Free life assurance and contributory personal pension scheme
- Staff restaurant and sports and social facilities
- Interest free travel loan
- Employee Assistance Programme