BeTheMatch.org Is Hiring A Donor Engagement Specialist Bilingual

Join Our Team as a Donor Services Specialist! 🎉

We are seeking a compassionate and detail-oriented professional to provide outstanding support to donors on the NMDP registry, helping save lives through seamless communication and record management.

Position Summary

This role involves engaging in compelling conversations and delivering high-quality customer service for donors, guiding them through the donation process, and ensuring all records are accurately maintained. The ideal candidate will leverage investigative skills, system knowledge, and excellent communication to locate and contact donors, clarify misconceptions, confirm interest, assess health status, and coordinate related activities such as scheduling testing and sending kits. Maintaining confidentiality, building rapport, and supporting department objectives are key components of this position.

Key Responsibilities

Contact Members/Donors for Search & Engagement 🔎

• Utilize recruitment data, internet search tools, paid search engines, and social media to locate donors and update contact information.
• Reinforce commitment and retention messages, ask open-ended questions, utilize reflective listening, and guide donors through next steps.
• Practice behavioral coaching techniques—encouraging commitment and overcoming donor barriers.
• Conduct advanced donor health screening by gathering medical history, assessing conditions, and collaborating with Medical Services, Provider Services, and Donor Advocacy for unusual cases.
• Coordinate blood draws, including scheduling appointments, ordering kits, and tracking donor/kit information.
• Complete all operational activities within established timelines, ensuring compliance with departmental standards.
• Safeguard member confidentiality through proper use of finder tools and documentation practices.
• Document all activities diligently in STAR Link/Salesforce and update relevant departments as needed.

Build and Sustain Strong Relationships 🤝

• Understand donor operations and cater to customer-specific needs.
• Maintain relationships with Provider Services, external laboratories, and draw sites to support ongoing phlebotomy services.
• Collaborate with teams such as Marketing, Donor Experience, and Donor Advocacy to achieve shared goals.
• Work closely with the Workup team to ensure smooth hand-offs and case management.

Additional Duties & Compliance 🛠️

• Stay informed on HLA, blood stem cell transplantation, and related topics.
• Assist maintenance of the STAR Link database.
• Participate in team responsibilities, including handling calls, providing excellent customer service, and resolving donor inquiries.
• Adhere to SOPs, NMDP standards, CFR, FDA guidelines, OSHA, and other relevant regulations and laws.

Qualifications & Skills

Required Knowledge & Abilities 📚

• Proficiency with MS Office (Word, Excel, Access).
• Strong internet research skills, including social media familiarity.
• Excellent communication skills with the ability to ask probing questions and build rapport.
• Capability to manage high workloads with accuracy and attention to detail.
• High emotional intelligence to handle sensitive information and donor interactions.
• Competence in multitasking across multiple media channels (phone, email, text, mail).
• Ability to convey medical info clearly and document comprehensively.

Education & Experience 🎓

• Bachelor’s degree in human services, healthcare, or related field required (or equivalent healthcare experience).
• Minimum three years of professional experience in communication, coaching, or healthcare-related customer relations.
• Experience with word processing and data entry required.

Preferred Qualifications ✨

• Familiarity with medical terminology and health screening procedures.
• Experience obtaining informed consent.
• Background in target-driven sales environments.
• Knowledge of digital/social media platforms and applications.

Work Environment & Additional Information

This role may require flexibility to work outside typical hours, including evenings and weekends, to meet staffing and donor needs. The position demands adherence to all applicable laws, ethical standards, and confidentiality protocols to support life-saving efforts.