Work-Up Manager at Gift of Life Marrow Registry Inc – BOCA RATON, Florida

Summary Statement

The Donor Services Workup Manager leads the Donor Services Coordinator team and oversees the end-to-end donor workup process, ensuring all steps from initial workup through stem cell collection are executed accurately, efficiently, and in compliance with regulatory and organizational standards.

Responsibilities

Ensures staff compliance with all Gift of Life Marrow Registry standard operating procedures and policiesSupervise and support Donor Services Coordinator team.Oversees all aspects of the Donor Services Coordinators, which includes the entire lifecycle of bone marrow and blood stem cell donor participation when donors are called for work-up. Manages caseloads to all Donor Services Coordinators ensuring equalization and balance of all workloads and following up on assignments daily to maintain timely completion.Manages employee days off and re-arranges department to cover any potential gaps of serviceLead onboarding and ongoing training to build team capability and maintain standards.Monitor team performance and track key performance indicators (KPIs) to ensure goals are consistently achieved.Develops, maintains, and updates departmental policies.Complete annual performance reviews to evaluate performance, recognize achievements, and identify development opportunities.Provides Quality Assurance mechanisms within the department and reports them to the Quality Assurance Department.Maintains open and viable relationships with all associated entities which partner with Gift of Life.Performs other donor center projects as necessary or required by the Associate Director and Director of Donor Services.Other duties as assigned.

Knowledge, Skills, and Experience

Ability to prioritize work and multi-task effectivelyStrong leadership ability, employee mentoring and customer services skillsExcellent grasp of group dynamicsAbility to speak in front of the publicExcellent oral and written communication skillsStrong analytical and critical thinking skills to evaluate complex information and make informed decisionsOutstanding interpersonal skills, phone etiquette and sense of business protocolVery capable with MS Office Suite, including Outlook, Word, and ExcelStrong problem-solving and troubleshooting skillsMotivated and goal-oriented self-starterFlexible schedule and willingness to travel as neededApply knowledge to optimize donor progression and increase successful donor participation across all stagesAble to demonstrate a high degree of compassion and sensitivity when dealing with donors, their families, and their friends

Physical Demands

This position is basically sedentary with some walking, standing, stooping and lifting required. May lift objects weighing from 0 to 20 lbs. with occasional lifting of objects over 20 lbs.

This job description is not intended to be all inclusive. Duties and/or responsibilities may be added or deleted as Executive Management requires to meet the ongoing needs of the organization.