JOB REQUIREMENTS: Inbound Agent Donor Response Job Locations US-MI-Grand
Rapids \| US-IN-Indianapolis \| US-IL-Aurora \| US-WI-Milwaukee ID
2024-10035 Category Customer Service and Support Position Type Full Time
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...
For full info follow application link. We embrace and encourage
diversity in our workforce. Equal Opportunity Employer of Minorities,
Females, Protected Veterans, and Individuals with Disabilities. We
participate in eVerify. We maintain a drug-free workplace and perform
pre-employment substance abuse testing. We are a tobacco/smoke-free
workplace. ***** APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/FDB83A922C4C4157 Qualified females, minorities, and special
disabled veterans and other veterans are encouraged to apply.