Customer Service
180000FA Requisition #
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Responsible for the coordination of specialty blood and cellular therapy products to meet patient/donor specific transfusion needs. This position is also responsible for collection of blood products for contract research and clinical trials along with collection of transfusable blood products.


• Participate in collection of blood products and/or lab samples for research protocols in coordination with the Applied Research Laboratory (ARL)
─ Participate in sponsor-led training and Site Initiation Visits (SIV)
─ Perform medical assessment, donor qualification, and donor education
─ Obtain informed consent for research donors
─ Maintain accurate and complete donor records and files in coordination with ARL
─ Perform collection of blood products including, but not limited to, whole blood, apheresis blood products, and lab samples
─ Infusion of blood products per research protocols
─ Maintain communication and collaboration with ARL staff
─ Enter orders and ensure appropriate delegation of products
─ Maintain product collection competency
─ Maintain Whole Blood competency
─ Maintain CITI Training competency including cGTP Training

• Coordinate collection of Cellular Therapy products and Granulocyte products:
─ Schedule patients/donors for product collection
─ Review and accept Infectious Disease Testing results
─ Interpret History & Physical and lab results
─ Create collection charts and special donation orders
─ Communicate with hospital blood banks, physicians, and transplant coordinators
─ Recruit and qualify donors for granulocyte collections
─ Data entry
─ Maintain compliance with all applicable standards/regulations per accreditation agencies

• Coordinate activities to provide HLA matched and antigen specific products:
─ Coordinate scheduling of requests with recruiting department
─ Interpret histocompatibility lab reports in order to identify best product matches and/or generate an HLA matched platelet donor list
─ Create, document, and maintain patient charts
─ Assessment of patient laboratory data, clinical status, and transfusion response
─ Maintain appropriate inventory of products
─ Communication with hospitals, blood banks, physicians, labs, and donor centers
─ Troubleshoot queries from donor centers
─ Maintain database for special platelet and granulocyte donors

• Coordinate autologous, directed, and therapeutic phlebotomy whole blood donations:
─ Provide donors with information necessary to make informed decisions.
─ Explain donation process for autologous, directed, and therapeutic phlebotomy whole blood donations
─ Perform initial medical triage of autologous whole blood donors
─ Communicate and coordinate with physicians’ offices
─ Schedule appointments for autologous, directed, and therapeutic phlebotomy donations
─ Generate special donation orders
─ Communicate information necessary for drawing special products to the donor center

• Complete documentation in compliance with SOPs (Standard Operating Procedures), cGMP, and cGTP
─ Accurately enter all physician orders into blood operations computer system
─ Perform secondary review on all orders entered by staff
─ Ensure all applicable paperwork is sent to donor sites
─ Maintain files and records of all special donations

• Handle incoming and outgoing telephone calls effectively:
─ Communicate clearly and courteously over the telephone
─ Answer incoming and place outgoing and return calls efficiently and in a timely manner
─ Answer questions or direct to appropriate person; take messages as appropriate
─ Maintain competence in using various features of phone system

• High school diploma or equivalent
• Training in phlebotomy required
• RN/LPN or equivalent experience is preferred, with current state licensure. Equivalent experience is defined as at least one year of acceptable performance in phlebotomy or lab related field
• CPR certification required

• Prior experience in phlebotomy required; experience in laboratory science, transfusion service or health care field preferred
• 3 years’ experience in platelet apheresis required
• Understanding of histocompatibility as it pertains to matching of HLA (Human Leukocyte Antigen) patients and products preferred
• Experience with Lifetrak and Hematerra Scheduling program preferred

• Effective customer service and interpersonal skills
• Attention to detail and accuracy in completing paperwork
• Self-motivated and well organized with the ability to prioritize multiple tasks in a fast paced environment
• Effective venipuncture and assessment skills
• General knowledge of donor room policies and procedures
• Ability to adapt to frequent changes in procedure protocols and scheduling priorities
• Knowledge of basic hematology and blood banking standards/regulations preferred
• Knowledge of principles of current Good Manufacturing Practices (cGMP) and current Good Tissue Practice (cGTP) preferred
• Working knowledge of medical terminology
• Working knowledge of Microsoft Office
• Current Wisconsin driver’s license and access to a vehicle

• Personal Computer/Laptop and/or tablets
• Smartphone
• General office equipment (telephone, printer, scanner, fax machine, copy machine)
• Microsoft Suite: must have familiarity with and general skills in Word, Excel, Outlook, and PowerPoint: ability to create and maintain basic documents, databases and spreadsheets.
• Apheresis Cell Separator
• Hemoglobin analyzer
• Vital signs monitoring equipment
• Scale

Equal Opportunity Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
LC: MKE - 1

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