Center Team Leader

Position Overview

The Fixed Site Center Team Leader is a designation that is assigned to provide direct supervision of staff and oversee operational functions at a Fixed Site Center. This role is responsible for outcome of goal while overseeing efficiency of the center and strives to maintain teamwork in a professional manner. This role ensures team compliance with FDA, AABB, or other external regulatory agencies and ensures The Blood Connection’s Standard Operating Procedures are followed. The Team Leader acts as a role model for exemplary customer service. This role strives to be a team player with Production Planning Schedulers in their efforts to be successful. A Team Leader ensures safety of the blood supply and donor while performing all aspects of the collection process. This role prepares blood products for the lab and performs quality control in accordance with SOP. This role is responsible for completing the required paperwork accurately.

Essential Functions

Organizational Responsibilities:

• Understands and supports the quality goals of the company

Operational Responsibilities:

• Checks the condition of the facility and ensures that deficiencies are reported promptly via the ticketing system (ex. maintenance needed/required, lack of cleanliness after the cleaning company has cleaned)
• Ensures that all collection supplies needed are present
• Ensures that QC is completed and documented in accordance with SOP (any deficiencies must be corrected and documented prior to use of the equipment)
• Ensures all staff are in alignment with the Donor Services dress code (any deficiencies should be corrected immediately)
• Initiates contact with the entire collections team and provides team goals, assignments, and instructions for the day
• Ensures all areas of the building are maintained in a clean, neat, and organized manner
• Communicates with Donor Services Management when donor flow is compromised in any way (ex. center opening late, lack of supplies, inadequate staffing)
• Sets and communicates expectations for automated collections

Donor Scheduling:

• Review’s donor appointment schedule and ensures schedule is followed as closely as possible to respect the donor’s time
• Ensures that future donor appointments are confirmed by appropriate staff member

Donor Eligibility:

• Screens prospective donors through medical history, mini physical, and testing results

Donor Collection:

• Oversees/performs donor health history and physical assessment according to current standard operating procedures
• Oversees/selects proper material for blood collection
• Oversees/performs venipuncture on eligible donors
• Oversees/performs stripping, sealing, and packing of units for transport/storage
• Oversees/provides supportive care and documentation for donor reactions
• Ensures/administers post-phlebotomy care
• Oversees/sets up and primes automated collection systems for all automated procedures
• Ensures/strives to collect platelet donors at highest possible yield
• Ensures/chooses appropriate collection procedure is selected based on donor restraints and inventory needs
• Ensures all procedures are accurate and properly documented in Affirm
• Ensures all donor reactions/adverse events are properly handled and documented in Affirm
• Ensures adequate amount of supplies/equipment are always on hand
• Keeps donor area stocked with required materials/equipment needed to adequately screen and collect donors
• Accountable for ensuring all measures are being taken to meet the goal of the center (ex. calling to recruit donors when feasible, honoring donor appointments, accepting walk-ins, processing all donors regardless of assigned closing time, requesting additional supplies in a timely manner, if needed)
• Ensures automated collection goals are met

Quality Assurance:

• Ensures/performs blood collection according to SOP, FDA regulations, and AABB standards
• Performs and documents quality control for designated blood collection equipment
• Tags and reports defective equipment per SOP and if required, pulls defective equipment from service
• Reviews various daily QC paperwork for completeness and accuracy
• Reviews various maintenance worksheets for completeness and accuracy
• If applicable, reviews special donation documents for completeness and accuracy
• Performs periodic reviews of all operational logs and maintenance records
• Ensures compliance with FDA and AABB regulations and standards

Supervisory, Leadership, and Teamwork:

• Delivers the Four Pillars of Excellence
• Ensures that all staff deliver the Four Pillars of Excellence
• Provides direct supervision for collection staff at assigned center
• Monitors staff time and attendance
• Treats fellow co-workers with respect and professionalism
• Ensures all associated paperwork is reviewed for completeness and accuracy
• Addresses and initiates documentation for any non-compliance and/or disciplinary issues (communicates issues with Manager as soon as possible without disrupting the center efficiency)

Customer Service:

• Serves as a Preceptor and Mentor for new and existing staff
• Greets each donor and/or donor contact in friendly, professional manner
• Post collection, thanks each donor in appreciative manner
• Provides environment in which the donor feels comfortable and important
• Always maintains professional appearance and attitude

Miscellaneous:

• Participates in TBC sponsored blood drives and other special events
• Other duties as assigned or required

Minimum Qualifications

• Must be able to independently perform essential functions, meet all minimum qualifications and all physical demands outlined in Donor Services Specialist II Job Description
• Six months of Donor Services Specialist II experience preferred
• Supporting scorecard metrics and/or commensurate experience
• Completed Donor Experience Training
• Completed Donor Service Team Leader Training
• Valid Driver’s License with no major infractions and dependable transportation
• Ability to organize and prioritize workload and meet deadlines
• Excellent customer services skills
• Ability to read, understand, and follow written and verbal instructions
• Ability to operate/learn automated collection devices
• Ability to follow SOP in a heavily FDA regulated environment
• Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors, and co-workers
• Ability to work with all levels and in a diverse work environment
• Ability to establish and maintain effective working relationships with staff, management, and peers

Physical Demands

• Lifting and/or pulling/pushing up to 50 pounds
• Standing or walking for an extended period
• Bending and twisting