Donor Referral Center Trainer - Healthcare Call Center

Williamsville, NY

Healthcare Customer Service Representatives are encouraged to apply! This position is on-site located at our headquarters in Williamsville, NY.

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

Job Summary:

Responsible for all Donor Referral Center staff’s departmental training, applicable clinical training, and other related trainings. Participate in the day-to-day activities of the Donor Referral Center, as needed.

Status :

Full Time

Pay:

Non-exempt

$21.08- $28.08 per hour * Pay will commensurate based on combined education and experience

+$2.00 Shift differential offered between 630pm-630am

Schedule :

Variable schedule based on supporting needs of day and night shift

Monday-Friday 8-4:30, some weekends and nights

Education Requirements:

• High school diploma required.

• Associate degree of higher preferred.

  Experience:

• Teaching or professional training experience preferred.

• Clinical, medical office, or call center experience preferred.

• Six months experience as a Referral Intake Coordinator and/or Donor Screening Specialist.

  Knowledge, Skills, and Abilities:

• Medical terminology, and/or medical record review preferred.

• Proficiency in keyboarding, Microsoft Word, Excel, PowerPoint, Teams, and data entry preferred.

• Must be able to remain professional in making decisions and handling confidential information.

• Team oriented approach required with a strong philosophy of continuous quality improvement.

• Must be able to coach, and mentor in collaborative team environment.

• Must be adaptable to change, detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.

• Knowledge of data analysis and data management strongly preferred.

• Experience with strategic goal setting and setting performance standards preferred.

• Must be self-motivated and reliable with a professional appearance and demeanor.

  Essential Job Functions:

• Formulate, implement, and maintain a comprehensive training program that incorporates orientation, ongoing, remedial, and annual training for all designated new and current Donor Referral Center employees.

• Identify training needs and development plans for teams and individuals. Effectively communicate these needs to the leadership team.

• Regularly monitor and perform audits of Donor Referral Center procedures and personnel in order to ensure compliance with organization SOPM, FDA, NYSDOH, EBAA, and AATB standards.

• Create and maintain all staff training files to ensure content meets all organizational and regulatory standards.

• Establish, revise, and maintain all departmental work instructions and training tools, as necessary.

• Collaborate in the creation and administration of competency tests and certifications for all staff to ensure the necessary level of skill and knowledge.

• In partnership with the leadership, review reports, performance metrics, and other applicable data to help identify trends and areas for improvement. Provide remedial training to staff as needed.

• Research and identify external training resources (lectures, workshops, webinars, etc.) that may be available for staff.

• Act as a member of the Donor Referral Center intake, screening, or family approach team on a regular basis.

What We Offer

• Health Insurance

• Employer Sponsored Dental & Vision insurance

• Employer Sponsored Life insurance

• Paid vacation & sick time on an accrual basis beginning on day 1

• 401(k) after one year of service with 3% employer contribution

• Employee Referral Bonuses

• Mileage Reimbursement

• Pet insurance

• And more!